Title: Can ICT-based process innovation improve logistics services? The case of a Serbian logistics provider

Authors: Sanja Dalton; Biljana Stosic

Addresses: Faculty of Organizational Sciences, University of Belgrade, Jove Ilica 154, Belgrade, Serbia ' Faculty of Organizational Sciences, University of Belgrade, Jove Ilica 154, Belgrade, Serbia

Abstract: In this empirical study, the impact of advanced information communication technology (ICT) as a tool to enable process innovation is presented. The aim of the research is to measure the impact of ICT-based process innovation on improving goods transport services through enhancing process efficiency and effectiveness in the sales operations. The research was conducted by collecting primary and secondary data from a Serbian transport company. The results of the research show that the ICT-based innovation action in process improvement and change has a great impact on competitive advantage of the company, both on domestic and international market. However, there are also indications that there is a need for further continuous advancements.

Keywords: process innovation; performance metrics; key performance indicators; KIPs; information communication technology; ICT; lean.

DOI: 10.1504/IJLSM.2022.123454

International Journal of Logistics Systems and Management, 2022 Vol.41 No.4, pp.421 - 436

Received: 03 Sep 2019
Accepted: 23 Dec 2019
Published online: 21 Jun 2022 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article