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

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.