Online from: 1971
Subject Area: Operations and Logistics Management
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|Title:||Inter-firm customer knowledge sharing in logistics services: an empirical study|
|Author(s):||Minna Rollins, (Marketing and Real Estate Department, University of West Georgia, Carrollton, Georgia, USA), Saara Pekkarinen, (Economics and Business Administration, University of Oulu, Oulu, Finland), Mari Mehtälä, (Economics and Business Administration, University of Oulu, Oulu, Finland)|
|Citation:||Minna Rollins, Saara Pekkarinen, Mari Mehtälä, (2011) "Inter-firm customer knowledge sharing in logistics services: an empirical study", International Journal of Physical Distribution & Logistics Management, Vol. 41 Iss: 10, pp.956 - 971|
|Keywords:||Business-to-business markets, Customer information, Customer knowledge, Customer relations, Logistic services, Logistics management, Supply chain collaboration|
|Article type:||Research paper|
|DOI:||10.1108/09600031111185239 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
|Acknowledgements:||The authors wish to thank TEKES (Finnish Agency for Technology and Innovation) for funding the project and the Jenny and Antti Wihuri Foundation for support in data collection.|
Purpose – The purpose of this paper is to examine customer knowledge sharing between a buyer of a logistics service and the logistics service provider (LSP). The authors attempt to fill the gap in current research by investigating inter-firm customer knowledge sharing.
Design/methodology/approach – A survey study was conducted. Data were collected from buyers of logistic services. Confirmatory factor analysis and multiple regression were used to analyze data and test hypotheses.
Findings – Results suggest that open and fluent communication mediates the relationship between customer knowledge sharing and satisfaction with a logistics service provider. In addition, the close relationship with the logistics service provider is needed to strengthen the relationship between customer knowledge sharing and satisfaction with the logistics service provider.
Research limitations/implications – This study provided new empirical evidence concerning inter-firm customer knowledge sharing. The authors suggest that logistic service providers should be incorporated into the customer knowledge management process to ensure open and fluent communication about customers.
Practical implications – This study provides practical insights for companies that sell logistic services.
Originality/value – Customer knowledge sharing has been largely studied in an intra-firm context, for instance information sharing between marketing and research and development departments. This research extends the concept of customer knowledge sharing to the inter-firm context.
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