Enhancing Dyadic Performance Through Boundary Spanners and Innovation: An Assessment of Service Provider–Customer Relationships

Firms recognize that working together through collaborative relationships offers potential benefits such as improving cooperation, information sharing, and overall performance. An additional and extremely valuable benefit of working together is the potential for creating innovative business approaches and solutions. Thus, developing external linkages has become a higher priority within many organizations. Boundary spanning employees offer one means of achieving closer cross‐firm relationships. We investigate the roles of boundary spanners by examining service providers and their relationships with customers. More specifically, we examine boundary spanning employees that are physically on‐site at customer facilities. Results provide strong support that boundary spanners perceiving higher levels of external organizational support from a client subsequently develop affective commitment to the customer. This, in turn, drives knowledge exchange and logistics innovation. A relationship between logistics innovation and performance (of service providers and of customers) was also found. Managerial implications of the research findings are discussed and suggestions presented covering future research.     

EXAMINATION OF A PATH MODEL RELATING INFORMATION TECHNOLOGY INFRASTRUCTURE WITH FIRM PERFORMANCE

This article draws on the resource‐based view of the firm to investigate the mechanisms through which information technology (IT) impacts firm performance. Research suggests that the relationship between IT and firm performance may be both direct and indirect. In this study, a path model is tested that proposes a firm's IT infrastructure resources as having both a direct impact on organizational performance, as well as an indirect effect that is propagated through its impact on an intermediate organizational resource, a firm's logistics information system (LIS). The results suggest that positive firm performance may be derived directly from an organization's superior IT infrastructure, as well as indirectly, through its enabling impact on LIS's. These findings contribute to our understanding of the nature of the relationship between IT and firm performance by exploring the value of IT at both the process and organizational levels.     

Relationship Between Competitive Intensity,Internal Resources,and Firm Performance: Evidence from Indian ITES Industry

The purpose of this article is to investigate how competitive intensity impacts the relationship between crucial firm resources (human capital, organizational capital, management capability) and firm performance. Using a sample of 105 service providers from the Indian information technology–enabled services (ITES) industry, I find that competitive intensity positively moderates the relationship between firm resources and firm performance such that the relationships become stronger when competitive intensity is high than when it is low. Results imply that top managers' evaluation of the performance implications of internal firm resources are significantly shaped by the perceptions of intensity of competition encountered by their firms. © 2013 Wiley Periodicals, Inc.     

BEYOND EXPECTATIONS: AN EXAMINATION OF LOGISTICS OUTSOURCING GOAL ACHIEVEMENT AND GOAL EXCEEDANCE

As a growing number of managers consider the decision to outsource logistics activities, it is becoming increasingly critical to understand drivers of success in this area. Using survey data from 549 managers, this research examines the influence of three relationship engagement factors (communication, cooperation, and proactive improvement) on the perceived logistics outsourcing performance achieved by service providers. In particular, logistics outsourcing performance is characterized as consisting of two distinct dimensions: 1) goal achievement, and 2) goal exceedance, which management should consider, respectively, when evaluating their logistics service providers (LSPs).     

Co-alignment in the resource–performance relationship: strategy as mediator

Small firms face unique challenges in crafting strategies that best utilize their resource bases. Research shows strategies that combine with resources lead to performance. The entrepreneurship literature finds the contingent effects, or moderating roles, of strategy and external factors, but the relationship between firm strategy and internal factors, such as resources, is less well studied. Based on the contention that the quality of a firm's strategy cannot be judged independently of the resources upon which it is based, we examine the relationship between firm resources, strategies, and performance in a cross-section of 192 small firms. Using a structural equation analysis, we examine the mediating role of firm strategies as they lead to firm performance in small firms operating in traditional industries. Our findings demonstrate that neither resources nor strategies alone explain firm performance, but instead, small firms fit their strategies to their resource profiles. Human and organizational resources in combination with a strategy of quality/customer service enhance firm performance.     

LOGISTICS PERFORMANCE: EFFICIENCY,EFFECTIVENESS, AND DIFFERENTIATION

This research examines the nature of logistics performance and the contribution of logistics to the firm by empirically investigating the impact of logistics performance on organizational performance. Logistics performance is tested as a second‐order formative construct comprised of three dimensions: logistics efficiency; logistics effectiveness; and logistics differentiation. Results indicate that logistics performance positively impacts organizational performance. Theoretical and empirical support is also provided for measuring logistics performance as a second‐order formative construct, indicating that efficiency, effectiveness, and differentiation are not necessarily trade‐offs, but rather are complementary. Importantly, perceptual measures for organizational performance collected from managerial respondents were strongly correlated with secondary financial data for participating organizations obtained from Compustat, lending empirical credence to the logistics performance–organizational performance relationship.     

产业耦合、区域异质性与新零售组织场域

新零售业态发展受制于零售业与物流业耦合状况。两业耦合约束下，如何构建新零售组织场域是深化零售业变革以提升经济效率的重要现实问题。文章首先量化分析中国东、中和西部区域零售业与物流业耦合关系及其协调发展水平；其次提出考虑区域异质性下的新零售制度创业优势路径，并剖析新零售组织场域建构过程及其逻辑。研究发现：(1)中国零售业与物流业处于正向非对称共生状态，且共生度表现明显的区域差异；(2)零售业与物流业耦合互动状况整体不佳，东部协调水平最高，总体处于中度协调阶段，西部协调水平最低，处于勉强协调阶段；(3)东、中和西部理应分别建构平台服务商、实体零售商和物流服务商主导下的新零售组织场域；(4)三种新零售组织场域形成过程中的制度创业、集体行动、合法性建立以及新旧制度联动变迁等组织行为逻辑存在差异。研究结论为推进中国新零售业态持续健康发展提供理论支撑和实践启示。     

Investigating pharmaceutical logistics service quality with refined Kano's model

This study applies the refined Kano model and importance-satisfaction model to investigate medical institutions' satisfaction with and perceptions of importance of domestic pharmaceutical logistics services. Survey data involving 104 respondents from medical institutions are analyzed with importance-satisfaction and the refined Kano model. The results demonstrate that the refined Kano model will generate different classification of quality attributes for the pharmaceutical logistics industry, and medical institutions with different characteristics really have varying responses to quality attributes of pharmaceutical logistics services. The present research contributes to the literature by demonstrating that provision of high-value-added and crucial quality attributes by service providers can give them an edge in the market. In addition, when service providers understand their customers’ attitudes toward innovative service, it can enable them to strengthen their tactics in a competitive market.     

LINKING STRATEGY,STRUCTURE, PROCESS,AND PERFORMANCE IN INTEGRATED LOGISTICS

The current research was undertaken to present and test a framework of supply chain logistics integration that synthesizes current logistics thought with an established theory of organizational design. The framework portrays performance as an outcome of appropriate alignment between strategy, structure, and processes. The results support the contention that a firm that pursues a relational strategy, develops information and measurement structures to support relational processes, and then uses these tools to implement and execute integrated operations will experience high levels of logistical performance. In addition, the results indicate that superior logistics performance is related to simultaneous integration of internal and external operational processes.     

Logistics Information System Evaluation: Assessing External Technology Integration and Supporting Organizational Learning

Firms often outsource the development and acquisition of logistics information systems (LIS) needed to improve logistics processes. Managers tasked with such outsourcing decisions often struggle to understand and balance the external technology's impact on existing logistics processes, individual stakeholders, firm strategies, and the financial and operational performance of the firm. Unfortunately, research is limited on (1) methods for evaluating the performance capabilities of systems from external sources prior to full implementation, and (2) the impact of external technology integration (ETI) on organizational behavior and learning related to a firm's logistics processes. Through the lens of organizational learning (OL) theory, this research uses a case study approach to examine the transportation division of a major U.S.‐based fuel retailer to gain insights on the management control of ETI efforts. The study builds theory to fill important literature gaps then develops a conceptual framework and supporting propositions to inform future research on logistics ETI. The findings highlight important OL implications for firms involved in ETI efforts and also provide a practically relevant management control tool that can be used by logistics practitioners.     

LOGISTICS SERVICE PERFORMANCE: ESTIMATING ITS INFLUENCE ON MARKET SHARE

The research examines the relationships among three dimensions of logistics service performance (operational, relational, and cost performance), customer satisfaction, customer loyalty, and market share. Perceptions of customers of third party logistics (3PL) providers are used to assess 3PL performance constructs. Of the three dimensions of service performance, relational performance is the single most important factor in engendering customer satisfaction. The research supports the strong relationship between customer satisfaction and loyalty identified in previous studies. It also establishes an empirical link between customer loyalty and a measure of market share that is anchored by objective, secondary data.     

企业物流业务外包的利益与风险分析

企业物流业务外包能够减少设备投资,降低成本;集中有限资源,发展核心业务;得到更专业化的服务,提高服务质量。需要注意的问题是:物流业务外包在带来利益的同时,也隐藏着物流业务控制能力下降、客户关系管理削弱、信息泄露等风险。企业应正确识别核心竞争力,选择好外包伙伴,控制物流外包活动,调整企业内部组织结构,以"双赢"为原则,巩固合作关系。     

MANAGING LOGISTICS OUTSOURCING RELATIONSHIPS: AN EMPIRICAL INVESTIGATION IN CHINA

While many companies outsource their logistics functions, creating a collaborative relationship with third‐party logistics service providers remains a challenge. The current study explores the effects of often overlooked human factors in this context. Data on buyer perspectives were collected in China. The analysis results suggest that buying firm's top management championship, supplier firm's designated employees, and the buyer‐seller personal relationships (i.e. Guanxi) at different levels, all have significant impacts on inter‐firm collaboration, which in turn enhances the buying firm's logistics performance.     

Examining Market Information and Brand Equity Through Resource‐Advantage Theory: A Carrier Perspective

To survive in this challenging economic environment, transportation providers must differentiate themselves in the eyes of current and potential customers. Consequently, they are seeking to develop superior resources that allow them to build greater awareness of and distinctive images for their brands. Those that are successful achieve higher levels of brand equity and, ultimately, positions of competitive advantage in the logistics services industry. This research applies resource‐advantage theory to investigate the role of market information in creating an informational advantage to build brand equity for transportation providers. Results from a survey of motor carriers indicate that informational advantage mediates the impact of market information resources on the levels of brand image and brand awareness, two dimensions of a firm’s brand equity.     

第四方共享物流解决方案综合评价分析方法——基于香农熵与变精度粗糙集

传统共享物流服务模式主要关注供应链局部环节物流设施设备的共用共享,所得出的往往是相对于供应链端到端视角的局部最优解。从全局优化角度寻找能够满足终端客户时效、经济、质量目标要求的共享物流解决方案,对实现供应链服务各参与方利益最大化具有重要价值。为避免先验知识与主观因素影响,确保共享物流解决方案选择的客观性,有效指导货主、收货人和物流服务提供商实现多赢,可从第四方物流视角出发,构建共享物流端到端多因素评价指标体系,进而基于变精度粗糙集、香农熵和遗传算法进行端到端共享物流解决方案综合评价分析。案例研究结果显示,在一级指标中,仓储运输资源整合共享能力、服务可靠性及一致性、国际化及智慧化水平的相对重要性程度更高;在二级指标中,跨主体物流系统集成能力、为客户提供增值服务的能力、可使用的仓储资源等相对重要性程度更高。为制定适合企业需要的共享物流解决方案,相关货主企业可利用上述综合评价模型和算法编制大数据分析软件,并结合不同物流服务提供商的时间序列数据和截面数据,对各潜在物流服务提供商综合能力进行评价,对有效决策规则进行筛选和挖掘。     

Knowledge Synthesis and Innovative Logistics Processes: Enhancing Operational Flexibility and Performance

Research results are presented providing an empirical examination of the impact of knowledge synthesis and innovative logistics processes on operational flexibility. The research is theoretically grounded in the resource‐based view of the firm, augmented with the knowledge‐based view. Knowledge synthesis and innovative logistics processes are proposed as key resources in the development of an important logistics capability: operational flexibility. A structural model analysis of survey data collected from logistics executives supports the proposed relationships and indicates that innovative logistics processes can lead to greater operational flexibility. Operational flexibility is also shown to lead to higher levels of logistics performance.     

Integrating organizational learning with high-performance work system and entrepreneurial orientation: a moderated mediation framework

This study proposes a moderated mediation model to investigate the relationship between organizational learning and firm performance. We argue that entrepreneurial orientation mediates the positive effect of organizational learning on firm performance. Furthermore, the relationship between organizational learning and entrepreneurial orientation is strengthened when firms employ a higher level of high-performance work system. Hypotheses are supported by data from 181 firms operating in the manufacturing and service industries in China. Statistical results further reveal that a high-performance work system has different moderating effects on exploitative learning and exploratory learning. This research extends our understanding of organizational learning theory, entrepreneurship and human resource management literature by cross-fertilizing constructs in these fields with empirical evidence.     

Measuring service content: A scale development

This research presents the development of an instrument for measuring the service content (the degree of intangibility, perishability, simultaneity, and heterogeneity) characterizing a firm's output. Service characteristics are acknowledged to be important strategic variables, and the characteristic of intangibility has been studied extensively. The scale presented here is an improvement over previous methods. In contrast to previous methods that have relied on various categorizations, or that have examined only intangibility or service quality, the scale presented here can provide a numerical measure of all four of the most important service characteristics. This can be used in future research efforts to examine the influence of service characteristics on firm internationalization, firm strategies, and performance. © 2006 Wiley Periodicals, Inc.     

Perceived controllability and service expectations: Influences on customer reactions following service failure

Endeavors to address issues surrounding service failure have centered mainly on the topic of service recovery. In particular, perceived fairness and organizational responses to service failures are highly popular topics in the literature. Yet the vast majority of customers fail to voice their dissatisfaction to the firm. Consequently, it is important to understand how consumers process service failures regardless of the recovery outcome. This study examines the impact of perceived controllability over service failures and service quality expectations on customer reactions to those failures. Findings indicate that customers react quite negatively when they believe the service firm could have easily prevented the failure. Conversely, when customers feel partly responsible for the failure or are ambiguous about its cause, the negative effects of poor performance are somewhat mitigated. Finally, high service quality expectations also buffer the firm from the negativity effect. Managerial implications of these findings are briefly discussed.     

Medical error reduction: the effect of employee satisfaction with organizational support

The problem of medical errors as a factor of service quality has become critically important for healthcare providers. The research model in this paper describes how employee satisfaction with organizational support (ESWOS) and organizational systems supported by an organizational culture impact medical error reduction. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 186 respondents in four selected hospitals. The results of the study strongly support that medical error reduction is associated with ESWOS. Also, organizational culture which supports ESWOS and organizational systems as preventive and corrective systems is important for reducing medical errors.