Ahmad, B., Da, L., Asif, M. H., Irfan, M., Ali, S., & Akbar, M. I. U. D. (2021). Understanding the Antecedents and Consequences of Service-Sales Ambidexterity: A Motivation-Opportunity-Ability (MOA) framework. Sustainability, 13(17), 9675.
Barreto, L., Amaral, A., & Pereira, T. (2017). Industry 4.0 Implications in Logistics: An Overview. Procedia manufacturing, 13, 1245-1252.
Bouzari, M., & Karatepe, O. M. (2017). Test of a Mediation Model of Psychological Capital Among Hotel Salespeople. International Journal of Contemporary Hospitality Management, 29(8), 2178-2197.
Chakraborty, S., Bhatt, V., & Chakravorty, T. (2020). Impact of Digital Technology Adoption on Care Service Orchestration, Agility and Responsiveness. International Journal of Scientific and Technology Research, 9(3), 4581-4586.
Fahmiasari, H., & Parikesit, D. (2017). Container Shipping Network Efficiency Comparison in Indonesia: Nusantara Pendulum and Sea Tollway. The Asian Journal of Shipping and Logistics, 33(2), 79-84.
Fan, H., Han, B., Gao, W., & Li, W. (2022). How AI Chatbots Have Reshaped the Frontline Interface in China: Examining The Role of Sales–Service Ambidexterity and the Personalization–Privacy Paradox. International Journal of Emerging Markets, 17(4), 967-986.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis Seventh Edition. Harlow: Pearson New International.
Herlina, M., Lasmy, L., Sudrajat, D., Syahchari, D., Saroso, H., & Zanten, E. (2021). Ambidexterity and agility in achieving dry port effectiveness in the greater Jakarta. Uncertain Supply Chain Management, 9(2), 247-254.
Hizam-Hanafiah, M., & Soomro, M. A. (2021). The situation of technology companies in industry 4.0 and the open innovation. Journal of open innovation: technology, market, and complexity, 7(1), 1-20.
Imran, M., Hamid, S. N. B. A., Aziz, A., & Hameed, W. (2019). The contributing factors towards e-logistic customer satisfaction: a mediating role of information Technology. Uncertain Supply Chain Management, 7(1), 63-72.
Kim, S., Choi, S., & Kim, C. (2021). The Framework for Measuring Port Resilience in Korean Port Case. Sustainability, 13(21), 11883.
Le, D. N., Nguyen, H. T., & Truong, P. H. (2020). Port logistics service quality and customer satisfaction: Empirical evidence from Vietnam. The Asian Journal of Shipping and Logistics, 36(2), 89-103.
Rapp, A. A., Bachrach, D. G., Flaherty, K. E., Hughes, D. E., Sharma, A., & Voorhees, C. M. (2017). The role of the sales-service interface and ambidexterity in the evolving organization: A multilevel research agenda. Journal of Service Research, 20(1), 59-75.
Sabeti, M. (2018). Designing and Explanation of Organizational Agility Model in Iranian Maritime Transport Industry. Journal of Maritime Transport Industry, 4(1), 20-33.
Shiue, W., Tuncdogan, A., Wang, F., & Bredican, J. (2021). Strategic enablers of service-sales ambidexterity: A preliminary framework and research agenda. Industrial Marketing Management, 92, 78-86.
Sok, K. M., Sok, P., & De Luca, L. M. (2016). The effect of ‘can do’and ‘reason to’motivations on service–sales ambidexterity. Industrial Marketing Management, 55, 144-155.
Sok, K. M., Sok, P., Tsarenko, Y., & Widjaja, J. T. (2021). How and when frontline employees’ resilience drives service-sales ambidexterity: the role of cognitive flexibility and leadership humility. European Journal of Marketing, 55(11), 2965-2987.
Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1-10.
Wegwu, M. E. (2019). Strategic orientation and organizational ambidexterity practices of mobile communication firms in Port Harcourt. International Journal of Emerging Trends in Social Sciences, 7(1), 1-10.
Yu, T., Patterson, P. G., & de Ruyter, K. (2013). Achieving service-sales ambidexterity. Journal of Service Research, 16(1), 52-66.
Zhang, A., Lam, J. S. L., & Huang, G. Q. (2014). Port strategy in the era of supply chain management: the case of Hong Kong. Maritime Policy & Management, 41(4), 367-383.
- Abstract viewed - 198 times
- PDF downloaded - 178 times
Affiliations
Nur Rohmah
Tata Laksana Angkutan Laut dan Kepelabuhan, Politeknik Ilmu Pelayaran Semarang
How to Cite
How Port Service is Important for Logistic Companies? Examining Role of Service Ambidexterity and Service Agility
Vol 11 No 3 (2022): Management Analysis Journal
Submitted: Sep 30, 2022
Published: Sep 30, 2022
Abstract
Business dynamics and development demand that one of the infrastructures in shipping goods by sea, namely the Port, can improve the quality of its services. Improving service quality can be done by establishing ambidexterity services and agility
services. This research elaborates on the effect of ambidexterity and agility services
on customer satisfaction through port service performance. The sample used is 183
service users companies engaged in logistics; therefore, this study analyzes the business-to-business (B2B) relationship. The novelty of this study is to analyze the variables regarding port services to determine their effect on service user satisfaction.
The study's results found that service ambidexterity positively affected performance
and satisfaction. The research also proved that service agility affected performance
and satisfaction. The study found that performance partially mediated service ambidexterity and service agility on service user satisfaction.