Customer‐specific adaptation by providers and their perception of 3PL‐relationship success

The purpose of this paper is to investigate whether there is an impact, from a provider's perspective, of customer‐specific adaptations by third‐party logistics (3PL) providers on the success of 3PL‐relationships.

A document analysis is presented and hypotheses are developed based on research in 3PL, relationship marketing and transaction cost theory. Structural equation modelling and causal analysis with partial least square were used to test the hypotheses.

This study provides evidence that customer‐specific adaptation by providers is an important prerequisite to 3PL‐performance. Furthermore, according to the transaction cost theory, the results express the importance of providers' adaptation to maintain 3PL‐relationships.

Further research should compare customers' perceptions of partner‐specific adaptations and 3PL‐relationship success with the results of this study.

The paper shows that 3PL‐providers should adapt their systems and procedures to customers' specific requirements, to ensure high‐relationship performance. Satisfied customers should promote the providers' adaptations, because these adaptations enhance the probability of contract renewal and reduce the risk of providers' unexpected termination of the contract.