Journal of Transportation Management


Shipper insights and opinions regarding the characteristics of the market for international airfreight in intermodal logistics were explored in this study. The methodology utilized was focus group research. The findings suggest that shippers’ intermodal airfreight decisions are driven by weight and time sensitivity; that the strength of an organization’s information system, especially in relation to tracking and tracing capabilities, is the most important category of service; that shippers respond very positively to personalized service; and that shipper selection of integrators and/or freight forwarders is destination specific. The research confirms the increasing competitiveness of the intermodal logistics market and suggests that personalized customer service can be a major factor in achieving a competitive advantage.