Abstract
Purpose
The paper examines the circumstances of success in telematic use and strategic effects resulting from the implementation and use of such technologies from SMEs in the Greek Market.
Design/methodology/approach
The analysis is based on a three‐phased triangulated research methodology; that is literature review, interviews from 15 logistics directors and a questionnaire survey of 73 logistics SMEs in Greece.
Findings
The basic finding that has been derived from both phases 2 and 3 (survey and interviews) is that although the penetration of telematics is still low in Greece, logistics operators understand the importance of mobile services and they already know which they plan to their customers.
Research limitations/implications
An inherent limitation of this survey is the fact that it address, like all surveys, the requirements of its respondents only, without taking into account.
Originality/value
This paper explores customer perceptions and requirements for the implementation of mobile real‐time support services for city logistics. The requirements, elicited by the results of the survey, are used to propose a systemic representation of a real‐time vehicle management mechanism for urban transportation.