The interorganizational structures necessary to implement and achieve the logistical performance improvements identified in the Efficient Consumer Response (ECR) initiative and related supply chain management concepts are difficult to develop. Firms continue to struggle to implement integrated...

This research examines media richness by modeling face-to-face, telephone, and electronic media as one construct and testing its performance implications. The context is the third-party logistics industry, in which a customer firm allows a service provider to assume responsibility for all or...

Buyers' expectations regarding customer service have increased dramatically in recent years. Requests for tailored or customized service often represent standard business practice today. Survey research was undertaken to examine: (1) how well firms are doing in responding to customers' requests...

A survey of businesses in the automobile aftermarket industry provided insights into how reverse logistics performance can be influenced by a few key strategic decisions. Resource commitment is critical to program performance. However, it is important that the resources be focused on developing...

Communication between buyers and sellers is central to the supply chain philosophy. Further, the trend toward more detailed customer demands has made it even more important for firms to solicit input and feedback from their customers in order to better tailor their offerings to customer needs....

A conceptual model of customer evaluations of service provision in continually delivered business service contexts (CDBS) is presented and empirically tested in the third-party logistics (3PL) industry. The study demonstrates the importance of considering specific aspects of service provision,...

Using the concept of external organizational commitment (EOC), survey data from 312 logistics service provider (LSP) implants are used to test a model of the determinants of implant level of commitment to their host firm and the consequences of such commitment to the LSP. The results show that...