Informatics-Enabled Logistics Service Systems under Freight Rate Volatility: Evidence from Malaysian Manufacturers

This research conceptualizes marine logistics as an information-intensive service system to examine the Malaysian manufacturing sector's response to structural freight rate volatility.This study redefines freight rate management as a multifaceted service challenge, including coordination and decision-making assistance, departing from conventional macroeconomic perspectives.The project aims to fill the gap in understanding how using information can help move from just reacting to problems in operations to actively coordinating services.A qualitative exploratory methodology was used, including seven semi-structured interviews with top logistics managers in Peninsular Malaysia.The data analysis used a rigorous thematic methodology (Open, Axial, and Selective coding), ensuring that the empirical findings were consistently congruent with the principles of service science.The findings were corroborated by secondary data analysis reports from UNCTAD and the World Bank to verify analytical validity.The findings indicate that the volatility of freight rates has become an inherent characteristic of the marine service system.The shift from reactive cost management to proactive service management through data represents a substantial enhancement in adaptability.AI-driven forecasting and blockchain-enabled documentation are crucial instruments that improve reliability, comprehensibility, and opportunities for value generation in services.Moreover, sustainability compliance (IMO EEXI/CII) is identified as a means to transform traditional cost centers into unique services.The paper concludes by asserting that competitiveness requires a combination of digital service maturity and sustainability requirements.Informatics-infused service capabilities are not just applications, but also the fundamental components of future-oriented maritime supply chains.