<![CDATA[Modern logistics services operate as complex sociotechnical systems involving service quality, digital technologies, brand perceptions, customer behavior, and interactions among human and nonhuman actors. However, existing studies often examine these dimensions separately and apply methodological approaches that cannot simultaneously quantify structural relationships and explain their underlying mechanisms. This study aimed to develop an integrative conceptual model combining Structural Equation Modeling (SEM) and Actor-Network Theory (ANT) for logistics research. A conceptual model development approach based on a Systematic Literature Review (SLR) was employed. The process involved identifying logistics phenomena and methodological gaps, mapping relevant theories and constructs, conducting multidimensional synthesis, defining the respective functions of SEM and ANT, and establishing convergence through a parallel mixed-methods design and joint display matrix. The findings resulted in a framework integrating 17 constructs derived from SERVQUAL, Logistics Service Quality, information and communication technology, expectation-based brand equity, Voice of the Customer, and customer relationship management. SEM quantified direct and indirect relationships among constructs, whereas ANT traced human and nonhuman networks that generated, stabilized, or disrupted service outcomes. The integration of these approaches supported convergent, complementary, and divergent interpretations for identifying Key Success Factors (KSFs) and determining managerial priorities. The proposed framework provides a comprehensive foundation for evaluating logistics services; however, empirical validation across different providers, regions, and service types is required to confirm its applicability and robustness.]]>
