Reselection of logistics service provider: the meaning of the experience in the reselection process

The research focus in this study is on the reselection problem of the logistics service provider (LSP). The problem was studied with one Finnish metal industry company. Our idea was to test whether the experience gained during the last eight years has changed the importance of the selection criteria and brought any new selection criteria to the table. We created a new framework in part based on the user experience (UX) research field, which appears to be useful in the context of our study. The study is a pilot study to test the suitability of the incorporating the UX research field concepts into the logistics research field. The proposed new framework appeared to function well. The study showed that non‐verifiable selection criteria require more attention than verifiable criteria. Additionally, the study brought out three selection criteria that are not used in the literature as far as we know.