Article: Applying the RBV theory to explore how fulfilment processes affect digital logistics performance in emerging economies Journal: International Journal of Services, Economics and Management (IJSEM) 2026 Vol.17 No.3 pp.338 - 354 Abstract: The rapid growth of e-commerce, accelerated by COVID-19, has challenged logistics operations, prompting companies to adopt fulfilment services to enhance performance. While well-studied in developed countries, their impact in emerging economies remains underexplored. This study examines fulfilment processes in improving digital logistics performance in Kazakhstan using the resource-based view (RBV) theory and a quantitative approach. A survey of 106 logisticians evaluates the relationship between fulfilment processes and key logistics performance indicators (LPIs) through four multiple linear regression models. Results show delivery and inventory management significantly affect production cost growth (0.00*), while delivery strongly influences information support, document turnover (0.00*), and innovative technologies (0.00***). All models are statistically significant (F-values exceed thresholds, significance F < 0.05). Findings provide insights into logistics dynamics in developing markets, emphasising the role of fulfilment processes in operational efficiency and customer satisfaction. Inderscience Publishers - linking academia, business and industry through research

Title: Applying the RBV theory to explore how fulfilment processes affect digital logistics performance in emerging economies

Authors: Zauresh Bolathanovna Akhmetova; Assel Kosherbayevna Kozhakhmetova; Daniil Ilyich Golubtsov; Rysty Bozmanaevna Sartova; Joanna Kedziora; Beket Kabduovich Kazbekov

Addresses: Department of Business Technologies, Higher School of Economics and Business, Al-Farabi Kazakh National University, Almaty, Kazakhstan ' Business School, Kazakh British Technical University, Almaty, Kazakhstan ' Department of Business Technologies, Higher School of Economics and Business, Al-Farabi Kazakh National University, Almaty, Kazakhstan ' Department of Finance and Accounting, Higher School of Economics and Business, Al-Farabi Kazakh National University, Almaty, Kazakhstan ' Department of Business Studies, LUT Business School, LUT University, Lappeenranta, Finland ' Deceased, formerly of: Al-Farabi Kazakh National University, Kazakhstan

Abstract: The rapid growth of e-commerce, accelerated by COVID-19, has challenged logistics operations, prompting companies to adopt fulfilment services to enhance performance. While well-studied in developed countries, their impact in emerging economies remains underexplored. This study examines fulfilment processes in improving digital logistics performance in Kazakhstan using the resource-based view (RBV) theory and a quantitative approach. A survey of 106 logisticians evaluates the relationship between fulfilment processes and key logistics performance indicators (LPIs) through four multiple linear regression models. Results show delivery and inventory management significantly affect production cost growth (0.00*), while delivery strongly influences information support, document turnover (0.00*), and innovative technologies (0.00***). All models are statistically significant (F-values exceed thresholds, significance F < 0.05). Findings provide insights into logistics dynamics in developing markets, emphasising the role of fulfilment processes in operational efficiency and customer satisfaction.

Keywords: logistics; fulfilment processes; logistics performance indicators; LPIs; RBV theory; Kazakhstan.

DOI: 10.1504/IJSEM.2026.153693

International Journal of Services, Economics and Management, 2026 Vol.17 No.3, pp.338 - 354

Received: 12 Feb 2025
Accepted: 07 Dec 2025
Published online: 21 May 2026 *

Title: Applying the RBV theory to explore how fulfilment processes affect digital logistics performance in emerging economies

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