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The relationship between integrated logistics and customer service

Author

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  • Ellinger, Alexandeer E.
  • Daugherty, Patricia J.
  • Gustin, Craig M.

Abstract

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 and (2) whether a proposed linkage between integrated logistics and customer service could be documented. More specifically, the research sought to determine whether firms that have implemented the integrated logistics concept can more easily accommodate customer requests. The results provide an indication of the respondent firms' relative abilities in the eight customer service areas examined. Further, strong support was found for a linkage between integration and customer service. Logistics executives at integrated firms reported significantly greater ease in accommodating service requests than the executives at non-integrated firms.

Suggested Citation

  • Ellinger, Alexandeer E. & Daugherty, Patricia J. & Gustin, Craig M., 1997. "The relationship between integrated logistics and customer service," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 33(2), pages 129-138, June.
    • Handle: RePEc:eee:transe:v:33:y:1997:i:2:p:129-138
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    Citations

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    Cited by:

    1. Stölzle, Wolfgang, 1999. "Industrial relationships," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 13655, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    2. Anchal Gupta & Rajesh Kumar Singh & Pradeep Kumar Suri, 2018. "Prioritizing Critical Success Factors for Sustainable Service Quality Management by Logistics Service Providers," Vision, , vol. 22(3), pages 295-305, September.
    3. Kristianto, Yohanes & Helo, Petri, 2015. "Reprint of “Product architecture modularity implications for operations economy of green supply chains”," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 74(C), pages 63-80.
    4. Chang, Woojung & Ellinger, Alexander E. & Kim, Kyoungmi (Kate) & Franke, George R., 2016. "Supply chain integration and firm financial performance: A meta-analysis of positional advantage mediation and moderating factors," European Management Journal, Elsevier, vol. 34(3), pages 282-295.
    5. Anchal Gupta & Rajesh Kumar Singh & Sachin Kr Mangla, 2022. "Evaluation of logistics providers for sustainable service quality: Analytics based decision making framework," Annals of Operations Research, Springer, vol. 315(2), pages 1617-1664, August.
    6. Piening, J. & Ehrmann, T. & Meiseberg, B., 2013. "Competing risks for train tickets – An empirical investigation of customer behavior and performance in the railway industry," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 51(C), pages 1-16.
    7. Kristianto, Yohanes & Helo, Petri, 2014. "Product architecture modularity implications for operations economy of green supply chains," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 70(C), pages 128-145.
    8. Kenneth Button & Elly Doyle & Roger Stough, 2000. "Intelligent transport systems in commercial fleet management: a study of short term economic benefits," Transportation Planning and Technology, Taylor & Francis Journals, vol. 24(2), pages 155-170, October.
    9. Pauline Keh & Florence Rodhain & Régis Meissonier & Virginie Llorca, 2012. "Financial performance, environmental compliance, and social outcomes: The three challenges of reverse logistics," Post-Print hal-01965596, HAL.
    10. Josip Marić & Marco Opazo-Basáez, 2019. "Green Servitization for Flexible and Sustainable Supply Chain Operations: A Review of Reverse Logistics Services in Manufacturing," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 20(1), pages 65-80, December.

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