The relationship between integrated logistics and customer service

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

doi:10.1016/s1366-5545(97)00012-4

Cited by 43 publications

(30 citation statements)

References 15 publications

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“…The link between logistics competencies (e.g., process integration simplification, standardization, flexibility, and responsiveness) and performance elements (e.g., pre-and post-sale customer service, delivery speed, delivery reliability, responsiveness to target markets, and logistics cost) has been established in previous research (Bowersox, Closs, and Stank 1999;Daugherty, Stank, and Ellinger 1998;Ellinger, Daugherty, and Gustin 1997;Lynch, Keller, and Ozment 2000;Morash, Dröge, and Vickery 1996;Stank, Keller, and Closs 2001;Stank, Keller, and Daugherty 2001). The interrelationships among logistics competencies, however, are still unclear.…”

Section: Literature Review and Hypothesesmentioning

confidence: 88%

Linking Strategy, Structure, Process, and Performance in Integrated Logistics

Rodrigues

Stank²,

Lynch

2004

J of Business Logistics

213

148

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Supply chain management can create value by synchronizing logistical activities among participants to reduce costs associated with duplication of effort and positioning the entire supply chain to better serve key customers (Bowersox, Closs, and Stank 1999;Stank, Keller, and Closs 2001). Cost effective and hard to replicate logistical capabilities involve a high degree of operational integration within the firm to link procurement, the inbound movement of raw materials, manufacturing, delivery of products and services to end-users, and processing returns from customers, in a cost effective manner. World-class firms expand the integrative concept by placing significant emphasis on collaborative planning and operations with selected customers and suppliers to extend the effective control of the enterprise (Stank, Keller, and Daugherty 2001).Integrated operational processes are facilitated by infrastructure development to support the wide variety of operational configurations needed to create supply chain solutions for specific customers (Bowersox, Closs, and Stank 1999). Such infrastructure support encompasses the information and measurement systems necessary to manage coordinated supply chain logistical operations. Integrated information systems provide fingertip access to coordinated data and the software needed to process it. Integrated measurement systems extend across the borders of internal functional areas and external supply chain partners to provide timely feedback that enables management to take corrective action and drive superior results.Coordinated operational processes and control structures may benefit from a strategic framework that facilitates cultivation of relationships necessary for maintaining a competence in logistics integration (Bowersox, Closs, and Stank 1999;Chow, Heaver, and Henriksson 1995). A relational strategy encourages identification of supply chain partners that share a common vision and are JOURNAL

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Section: Literature Review and Hypothesesmentioning

confidence: 88%

Linking Strategy, Structure, Process, and Performance in Integrated Logistics

Rodrigues

Stank²,

Lynch

2004

J of Business Logistics

213

148

View full text Add to dashboard Cite

show abstract

“…These empirical findings are consistent with Hammer's (2001, p. 85) observation that many firms were having difficulty "making the SCI concept a reality." Thus, although positive linkages between integration and firm performance are found in the relatively few empirical studies published during the 1990s (e.g., Daugherty, Ellinger, & Gustin, 1996;Ellinger, Daugherty, & Gustin, 1997), overall low levels of SCI may have precluded the realization of substantial associated performance improvements. However, as the strategic importance and payoffs associated with SCI became more apparent, many firms progressed from early to more advanced stages of SCI (Fawcett & Magnan, 2002;Stevens & Johnson, 2016).…”

Section: Moderating Hypothesesmentioning

confidence: 99%

Supply chain integration and firm financial performance: A meta-analysis of positional advantage mediation and moderating factors

Chang

Ellinger

Kim

et al. 2016

European Management Journal

208

199

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“…Only then will have a higher customers' satisfaction (Ellinger, Daugherty, and Gustin, 1997;Ellinger, Daugherty, and Plair, 1999;Stank, Goldsby, and Vickery, 2003;Vickery, Droge, Stank, Goldsby, and Markland, 2004). Continuous and effective two-way communication could enhance mutual trust (Morgan and Hunt, 1994).…”

Section: The Mediating Effects Of Relational Selling Behaviors Betweementioning

confidence: 99%

Customer Orientation and Cross-Buying: The Mediating Effects of Relational Selling Behavior and Relationship Quality

Lin¹

2012

jmr

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This study explores customer orientation whether to influences cross-buying of bank customers. Using structural equation modeling to verify overall model this study proposed and test two sets of mediators namely relational selling behavior (interaction intensity and mutual disclosure of information) and relationship quality (satisfaction and trust), the results indicate: 1. The customer orientation positively influences both the interaction intensity and mutual disclosure of information which in turn influence customer satisfaction and trust respectively; in addition, trust positively influences cross-buying, but satisfaction does not. 2. Relational selling behavior plays a mediation role between customer orientation and relationship quality; however, relationship quality does not have a mediation effect between relational selling behavior and cross-buying.

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The relationship between integrated logistics and customer service

Cited by 43 publications

References 15 publications

Linking Strategy, Structure, Process, and Performance in Integrated Logistics

Linking Strategy, Structure, Process, and Performance in Integrated Logistics

Supply chain integration and firm financial performance: A meta-analysis of positional advantage mediation and moderating factors

Customer Orientation and Cross-Buying: The Mediating Effects of Relational Selling Behavior and Relationship Quality

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