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Purpose -Logistics has become an essential service for synchronous companies. Many companies have recognized the potential benefits gained through a high quality system of logistics services, which are provided either internally or externally by a third party logistics company (3PL). The 3PL is positioned between the company and its customers, in a new-shaped logistics triad, having a crucial role in handling end-customer information and feedback. Thus, service quality becomes one of the most important criteria for a decision to outsource logistics services and further to select a provider. This paper aims to evaluate the dilemma to outsource logistics services and the decision to select a provider based on quality management and financial performances criteria. Design/methodology/approach -A survey instrument was provided to a sample of 66 manufacturing and 3PL companies. This instrument explored quality management issues and achievements in logistics services. Statistical inference tests and cluster analysis were employed in order to test the research hypotheses which were built and reflected the basic purpose of the paper. Findings -3PL providers are ahead of manufacturing companies that operate logistics departments on quality implementation and improvement issues in logistics services. Furthermore, the research proved a positive relationship between quality performance and financial performance for 3PL providers.Research limitations/implications -The research is based on a single country data. Further multi-country studies will enable the generalization and validation of the findings. Practical implications -The paper helps managers evaluate the logistics outsourcing dilemma in terms of quality management and quality service. Also the paper proves the strong relationship between effective quality management and sound financial performance for 3PL providers. Originality/value -The paper presents substantive evidence supporting: the logistics services outsourcing decision based on quality management and performance criteria, and the importance of quality as a criterion to choose a 3PL provider, based on the positive relationship between effective quality management and financial performance for 3PL providers.

Purpose -Enterprise resource planning (ERP) systems are sophisticated information technologies (ITs) that enable companies to gain noticeable advantages over their rivals. However, these systems are neither a panacea to competition, nor a medium guaranteeing success. Neglecting a number of important factors in ERP systems implementation might very easily lead to failure instead of success. User satisfaction issues are among those factors that have a semantic impact on ERP systems' success. In this direction, this paper aims to examine the key factors that constitute ERP users' satisfaction and to explore whether ERP users' satisfaction varies among different users' profiles. Design/methodology/approach -An instrument is constructed based mainly on previous ERP users' satisfaction studies. The instrument is then provided to a sample of 68 users within a Greek energy supply organization and also a personal interview is conducted with the chief information officer. Exploratory factor analysis, multiple regression analysis, and statistical inference tests are employed in order to test the research hypotheses. Findings -The results indicate that three main components affect the level of satisfaction of an ERP user: "interaction with the IT department," "pre-implementation processes," and "ERP product and adaptability." Furthermore, a different satisfaction level has been traced among users from different departments. Originality/value -This paper presents substantive evidence regarding ERP user satisfaction constituents and further suggests appropriate practices to better manage various behavioral aspects of ERP systems.

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