Purpose: The aim of this paper is to identify the impact of logistics performance on consumer satisfaction and store image in the retail context.Design/methodology/approach: The authors conducted a quantitative study with a sample of 201 consumers. The questionnaire is the instrument that was chosen to collect the data. Data processing was carried out using the statistical package for the social science (SPSS). The data analysis was conducted in two phases. The first phase consisted of testing the reliability and validity of the measurement scales. While the second phase of data processing consisted of testing the research hypotheses on the basis of data collected in the field.Findings: The results of this research are as follows: consumer satisfaction positively affects their loyalty to the store. The results also indicate that store image affects the satisfaction of consumers. Indeed, “service quality” is often evaluated as a source of differentiation affecting consumer satisfaction. Concerning the effect of logistics performance on consumer satisfaction, the factor “product availability” was found to be the major factor affecting consumer satisfaction. A lack of logistics performance, in the context of retailing, negatively affects consumer satisfaction. On the other hand, when the consumer gets the right quantities at the right time, this can positively affect his satisfaction.Originality/value: All studies carried out on this subject have presented an evaluation of the performance measures used in supply chain models. However, the results of these works were different in terms of performance measurement. It is difficult to specify the impact of logistics performance with only two variants (checkout level, and shelf level) in the retail context. Moreover, research related to this field in Morocco remains unexplored. In this context, it is necessary to explore the links between logistics performance, store image and consumer behavioral intentions in the Moroccan retailing context while taking into account three variants of logistics performance, which are: checkout level, shelf level and product disponibility.

The use of pick-up points by consumers is one of the most developed areas of research in the literature on last-mile logistics over the last decade. In this regard, several researchers have attempted to expose the factors that influence consumers’ online shopping behavior and their willingness to use pick-up points. However, no study has addressed this issue in African countries. The aim of this research is to examine the online shopping behavior of Moroccan consumers, focusing on their opinions about using pick-up points to receive/return goods purchased online. This research adopted a qualitative approach through focus group sessions with Moroccan consumers. The results indicate that temporal and spatial flexibility, competitive prices, and the quality of the retailer’s website are the main factors encouraging consumers to buy online. On the other hand, product risk, delivery risk, privacy, and security were identified as the factors that prevent consumers from buying online. In contrast, the location, density, security, and opening hours of pick-up points were considered to be the factors that influence the Moroccan consumer’s choice to use this delivery option when buying online. These findings are important both for parcel delivery companies that want to establish pick-up point networks in Casablanca and for public authorities and local communities that want to formulate policies and implement strategies leading to more sustainable urban environments.

Purpose: In previous years, there has been a peak in deliveries from all sectors. Consequently, the number of transport vehicles on urban roads has also increased. Unsurprisingly, this increase leads to many environmental problems, including increased carbon emissions. This paper attempts to examine this issue by addressing the impact of logistics pooling on the reduction of CO₂ emissions in last-mile logistics. The aim is to see which of the logistics pooling options can minimize more CO₂ emissions and in particular reach the threshold fixed by the Moroccan Agency of Logistics Development which is 30% until 2030.Design/methodology/approach: The author conducted a simulation study. The sample was chosen from the economic pillar of the Moroccan Kingdom, namely Casablanca.Findings: The results indicate that two pooling strategies lead to a higher level of environmental performance compared to the objective set up by the Moroccan Agency of Logistics Development (Direct Upstream and Downstream Transport: 44.39%/Multi-pick Upstream Transport and Multi-drop Downstream Transport: 30.93%). However, the first strategy remains the best one, as it not only minimizes emissions but also reflects the practices already implemented by several carriers and logistics service providers.Practical implications: Successfully implementing these strategies in Casablanca could serve as a model for other cities facing similar challenges, demonstrating the viability and benefits of logistics pooling. Ultimately, the reduction in CO₂ emissions aligns with global environmental goals, contributing to the fight against climate change and promoting a healthier urban environment for residents. By leveraging simulation technology, Casablanca can make significant strides toward more sustainable and efficient last-mile logistics, setting a precedent for green urban logistics practices.Originality/value: Given Morocco’s significant geostrategic position, the urban logistics sector plays a crucial role in the development of Arab countries. The findings of this study can offer valuable insights for policymakers aiming to achieve sustainable economic growth. Additionally, to the author’s knowledge, this is the first study to focus on logistics pooling and carbon emissions in Arab nations. The paper further contributes by highlighting important directions for future research.

Purpose: This paper aims to determine the factors that influence the consumer’s online shopping intention in the current pandemic context (COVID-19). For this purpose, a conceptual model has been developed by introducing the constructs “attitude,” “perceived utility,” “intention” as well as the variable “perceived risk of contagion.”Design/methodology/approach: After collecting data from the questionnaire diffused in Moroccan e-commerce websites, this study used various statistical analyses with the multiple regression model on the SPSS statistical software to confirm or refute the research hypotheses.Findings: The results indicate that attitude and perceived utility positively affect online shopping intention. However, the variable “perceived risk of contagion” has a weak effect on such intention, which can be explained by the period in which the survey was started (a few months after the confinement).Originality/value: The scientific contribution of this study lies in the insertion of a new factor that will be called “perceived risk of contagion” in the research model. This factor has been inspired by the perceived risk theory of Bauer (1960). Furthermore, all studies dealing with this topic have been carried out in developed countries, such as France, Great Britain, Germany and the USA. For this reason, the researcher believe that it is more appropriate to study the intention to buy online during the COVID-19 pandemic in one of the developing countries, such as Morocco. This is based on the fact that to develop theories, it is necessary to examine a given problem in several countries. The context plays a determining role in such situations.

This chapter explores the determinants of information technology (IT) acceptance in Moroccan supply chains within the pharmaceutical sector, focusing on the role of digital transformation in fostering collaboration and information sharing. To address this objective, a quantitative methodological approach was employed, combining descriptive analysis and logistic regression. The findings reveal a limited adoption of digital technologies in supply chain activities. However, they underscore that these digital transformation initiatives are essential prerequisites for enhancing cooperation and improving the sharing of logistics information. Practical implications, study limitations, and directions for future research are discussed at the end of the chapter.