Skip to main content
SpringerLink
Log in

The Flexibility of Logistics Service Providers and its Impact on Customer Loyalty – An Empirical Study

  • Chapter
Success Factors in Logistics Outsourcing

Abstract

The use of logistics outsourcing and the degree of competition in the logistics service industry have significantly increased over the past decade. In order to reach and maintain an important role in such a business environment, logistics service providers (LSPs) have to find ways to achieve competitive advantage. In this regard, the role of flexibility as a potential source of competitive advantage for an LSP is unclear, as empirical research on flexibility in an industrial services context and specifically in logistics outsourcing relationships is lacking. Therefore, using the resource-based view (RBV) theory as the theoretical foundation, this study develops a conceptual model of flexibility as a capability of an LSP and its impact on customer loyalty, a central outcome for LSPs in a competitive business environment. Further, taking a relational as well as a knowledge perspective with respect to the antecedents of flexibility, the relational capability collaboration and the knowledge resources supply chain partner insight and communication are integrated into the model. Finally, the relationships of collaboration as a capability with knowledge resources as well as with customer loyalty are considered. This study analyzes 155 logistics outsourcing relationships using a survey method and partial least squares (PLS) structural equation modeling to empirically assess the proposed relationships. The results reveal that LSP flexibility is a strong driver of all core dimensions of customer loyalty (i.e., retention, extension, and referrals) and thus a source of competitive advantage for LSPs. Further, collaboration positively influences LSP flexibility and also the loyalty dimensions, supporting its significant role in a supply chain relationship. Finally, knowledge resources have a positive effect on LSP flexibility as well as on collaboration, indicating the importance of such resources in facilitating crucial capabilities.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  • Amit, R. and P.J.H. Schoemaker. “Strategic Assets and Organizational Rent,” Strategic Management Journal, (14:1), 1993, pp. 33–46.

    Article  Google Scholar 

  • Anderson, J.C. and J.A. Narus. “A Model of Distributor Firm and Manufacturer Firm Working Partnerships,” Journal of Marketing, (54:1), 1990, pp. 42–58.

    Article  Google Scholar 

  • Armstrong, J. S. and T. S. Overton. “Estimating Nonresponse Bias in Mail Surveys,” Journal of Marketing Research, (14:3), 1977, pp. 396–402.

    Article  Google Scholar 

  • Artz, K.W. “Buyer–Supplier Performance: The Role of Asset Specificity, Reciprocal Investments and Relational Exchange,” British Journal of Management, (10:2), 1999, pp. 113–126.

    Article  Google Scholar 

  • Ashenbaum, B., A. Maltz, and E. Rabinovich. “Studies of Trends in Third-Party Logistics Usage: What Can We Conclude?,” Transportation Journal, (44:3), 2005, pp. 39–50.

    Google Scholar 

  • Barclay, D., C. Higgins, and R. Thompson. “The partial least squares (PLS) approach to causal modeling: Personal computer adoption and use as an illustration,” Technology Studies, (2:2), 1995, pp. 285–309.

    Google Scholar 

  • Barney, J. “Firm Resources and Sustained Competitive Advantage,” Journal of Management, (17:1), 1991, pp. 99–120.

    Article  Google Scholar 

  • Barney, J. “Resource-based theories of competitive advantage: A ten-year retrospective on the resource-based view,” Journal of Management, (27:6), 2001, pp. 643–650.

    Article  Google Scholar 

  • Bello, D.C. and D.I. Gilliland. “The Effect of Output Controls, Process Controls, and Flexibility on Export Channel Performance,” Journal of Marketing, (61:1), 1997, pp. 22–38.

    Article  Google Scholar 

  • Berglund, M., P. van Laarhoven, G. Sharman, and S. Wandel. “Third-Party Logistics: Is There a Future?,” The International Journal of Logistics Management, (10:1), 1999, pp. 59–70.

    Article  Google Scholar 

  • Bharadwaj, S.G., P.R. Varadarajan, and J. Fahy. “Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions,” Journal of Marketing, (57:4), 1993, pp. 83–99.

    Article  Google Scholar 

  • Bliemel, F., A. Eggert, G. Fassott, and J. Henseler. “PLS und Kovarianzstrukturanalyse im Vergleich.” In F. Bliemel, A. Eggert, G. Fassott and J. Henseler (Ed.), Handbuch PLS-Pfadmodellierung – Methoden, Anwendungen, Praxisbeispiele, Schäffer-Poeschel Verlag, Stuttgart, 2005, pp. 9–16.

    Google Scholar 

  • Bowersox, D.J., P.J. Daugherty, C.L. Dröge, D.S. Rogers, and D.L. Wardlow. Leading Edge Logistics: Competitive Positioning for t h e 1990’s, Council of Logistics Management, Oak Brook, IL, 1989.

    Google Scholar 

  • Boyle, B., F.R. Dwyer, R.A. Robicheaux, and J.T. Simpson. “Influence Strategies in Marketing Channels: Measures and Use in Different Relationship Structures,” Journal of Marketing Research, (29:4), 1992, pp. 462–473.

    Article  Google Scholar 

  • Boyson, S., T. Corsi, M. Dresner, and E. Rabinovich. “Managing Effective Third Party Logistics Partnerships: What Does it Take?,” Journal of Business Logistics, (20:1), 1999, pp. 73–100.

    Google Scholar 

  • Brewer, P.C. and T.W. Speh. “Using the Balanced Scorecard to Measure Supply Chain Performance,” Journal of Business Logistics, (21:1), 2000, pp. 75–93.

    Google Scholar 

  • Bustinza, O.F., L.M. Molina, and L.J. Gutierrez-Gutierrez. “Outsourcing as Seen from the Perspective of Knowledge Management,” Journal of Supply Chain Management, (46:3), 2010, pp. 23–39.

    Article  Google Scholar 

  • Cannon, J.P., R.S. Achrol, and G.T. Gundlach. “Contracts, Norms, and Plural Form Governance,” Journal of Academy of Marketing Science, (28:2), 2000, pp. 180–194.

    Article  Google Scholar 

  • Cannon J.P. and C. Homburg. “Buyer-Supplier Relationships and Customer Firm Costs,” Journal of Marketing, (65:1), 2001, pp. 29–43.

    Article  Google Scholar 

  • Carbone, V. and M.A. Stone. “Growth and relational strategies used by the European logistics service providers: Rationale and outcomes,” Transportation Research Part E, (41:6), 2005, pp. 495–510.

    Article  Google Scholar 

  • Chin, W.W. “The partial least squares approach to structural equation modeling.” In: G.A. Marcoulides (Ed.), Modern Methods for Business Research, Lawrence Erlbaum Associates, Mahwah, NJ, 1998, pp. 295–336.

    Google Scholar 

  • Chin, W.W. and P.R. Newsted. “Structural Equation Modeling Analysis With Small Samples Using Partial Least Squares.” In R.H. Hyle (Ed.), Statistical Strategies For Small Sample Research, SAGE Publications, Inc., Thousand Oaks, CA, 1999, pp. 307–341.

    Google Scholar 

  • Closs, D.J., T.J. Goldsby, and S.R. Clinton. “Information technology influences on world class logistics capability,” International Journal of Physical Distribution & Logistics Management, (27:1), 1997, pp. 4–17.

    Article  Google Scholar 

  • Conner, K.R. “A Historical Comparison of the Resource-Based Theory and Five Schools of Thought Within Industrial Organization Economics: Do We Have a New Theory of the Firm?, “ Journal of Management, (17:1), 1991, pp. 121–154.

    Article  Google Scholar 

  • Conner, K.R. and C.K. Prahalad. “A Resource-based Theory of the Firm: Knowledge Versus Opportunism,” Organization Science, (7:5), 1996, pp. 477–501.

    Article  Google Scholar 

  • Cross, R. and J. Smith. “Toward a responsible, customer-focused marketing framework,” Direct Marketing, (57:11), 1995, pp. 26–28.

    Google Scholar 

  • Dahlstrom, R., K.M. McNeilly, and T.W. Speh. “Buyer-Seller Relationships in the Procurement of Logistical Services,” Journal of Academy of Marketing Science, (24:2), 1996, pp. 110–124.

    Article  Google Scholar 

  • Daugherty, P.J., T.P. Stank, and D.S. Rogers. “Third-Party Logistics Service Providers: Purchasers’ Perspective,” International Journal of Purchasing and Materials Management, (32:2), 1996, pp. 23–29.

    Google Scholar 

  • Daugherty, P.J., T.P. Stank, and A.E. Ellinger. “Leveraging Logistics/Distribution Capabilities: The Effect of Logistics Service on Market Share,” Journal of Business Logistics, (19:2), 1998, pp. 35–51.

    Google Scholar 

  • Deepen, J.M., T.J. Goldsby, A.M. Knemeyer, and C.M. Wallenburg. “Beyond Expectations: an Examination of Logistics Outsourcing Goal Achievement and Goal Exceedance,” Journal of Business Logistics, (29:2), 2008, pp. 75–105.

    Article  Google Scholar 

  • Douglas, S.P. and C.S. Craig. International Marketing Research, Prentice-Hall, Englewood Cliffs, NJ, 1983.

    Google Scholar 

  • Emerson, C.J. and C.M. Grimm. “The Relative Importance of Logistics and Marketing Customer Service: A Strategic Perspective,” Journal of Business Logistics, (19:1), 1998, pp. 17–32.

    Google Scholar 

  • Fawcett, S.E., R. Calantone, and S.R. Smith. “An Investigation of the Impact of Flexibility on Global Reach and Firm Performance,” Journal of Business Logistics, (17:2), 1996, pp. 167–196.

    Google Scholar 

  • Fawcett, S.E., L.L. Stanley, and S.R. Smith. “Developing a Logistics Capability to Improve the Performance of International Operations,” Journal of Business Logistics, (18:2), 1997, pp. 101–127.

    Google Scholar 

  • Flint, D.J., R.B. Woodruff, and S. Fisher Gardial. “Exploring the Phenomenon of Customers’ Desired Value Change in a Business-to-Business Context,” Journal of Marketing, (66:4), 2002, pp. 102–117.

    Article  Google Scholar 

  • Fornell, C. and F.L. Bookstein. “Two Structural Equation Models: LISREL and PLS Applied to Consumer Exit-Voice Theory,” Journal of Marketing Research, (19:4), 1982, pp. 440–452.

    Article  Google Scholar 

  • Fornell, C. and D.F. Larcker. “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, (18:1), 1981, pp. 39–50.

    Article  Google Scholar 

  • Gençtürk, E.F. and P.S. Aulakh. “Norms- and Control-Based Governance of International Manufacturer–Distributor Relational Exchanges,” Journal of International Marketing, (15:1), 2007, pp. 92–126.

    Article  Google Scholar 

  • Grant, R.M. “The Resource-Based Theory of Competitive Advantage: Implications for Strategy Formulation,” California Management Review, (33:3), 1991, pp. 114–135.

    Google Scholar 

  • Grant, R.M. “Toward a Knowledge-Based Theory of the Firm,” Strategic Management Journal, (Winter Special Issue), 1996a, pp. 109–122.

    Google Scholar 

  • Grant, R.M. “Prospering in Dynamically-Competitive Environments: Organizational Capability as Knowledge Integration,” Organization Science, (7:4), 1996b, pp. 375–387.

    Article  Google Scholar 

  • Götz, O., K. Liehr-Gobbers, and M. Krafft. „Evaluation of Structural Equation Models Using the Partial least Squares (PLS) Approach.” In V.E. Vinzi, W.W. Chin, J. Henseler, and H. Wang (Ed.), Handbook of Partial Least Squares, Springer Verlag, Berlin Heidelberg, 2010, pp. 691–711.

    Chapter  Google Scholar 

  • Greer, T.V., N. Chuchinprakarn, and S. Seshadri. “Likelihood of Participating in Mail Survey Research,” Industrial Marketing Management, (29:2), 2000, pp. 97–109.

    Article  Google Scholar 

  • Gundlach, G.T., R.S. Achrol, and J.T. Mentzer. “The Structure of Commitment in Exchange,” Journal of Marketing, (59:1), 1995, pp. 78–92.

    Article  Google Scholar 

  • Gwinner, K.P., M.J. Bitner, S.W. Brown, and A. Kumar. “Service Customization Through Employee Adaptiveness,” Journal of Service Research, (8:2), 2005, pp. 131–148.

    Article  Google Scholar 

  • Hallen, J. and J. Johanson. “Industrial Marketing Strategies and Different National Environments,” Journal of Business Research, (13:6), 1985, pp. 495–509.

    Article  Google Scholar 

  • Hardy, C., N. Phillips, and T.B. Lawrence. “Resources, Knowledge and Influence: The Organizational Effects of Interorganizational Collaboration,” Journal of Management Studies, (40:2), 2003, pp. 321–347.

    Article  Google Scholar 

  • Heide, J.B. and A.S. Miner. “The Shadow of the Future: Effects of Anticipated Interaction and Frequency of Contact on Buyer-Seller Cooperation,” Academy of Management Journal, (35:2), 1992, pp. 265–291.

    Article  Google Scholar 

  • Heide, J.B. and G. John. “Do Norms Matter in Marketing Relationships?,” Journal of Marketing, (56:2), 1992, pp. 32–44.

    Article  Google Scholar 

  • Heide, J.B. “Interorganizational Governance in Marketing Channels,” Journal of Marketing, (58:1), 1994, pp. 71–85.

    Article  Google Scholar 

  • Henseler, J., C.M. Ringle, and R.R. Sinkovics. “The Use of Partial Least Squares Path Modeling in International Marketing,” In R.R. Sinkovicsja and P.N. Ghauri (Ed.): Advances in International Marketing (AIM), Volume 20, Bingley, 2009, pp. 277–320.

    Google Scholar 

  • Homburg, C., H. Krohmer, J.P. Cannon, and I. Kiedaisch. “Customer Satisfaction in Transnational Buyer-Supplier Relationships,” Journal of International Marketing, (10:4), 2002, pp. 1- 29.

    Article  Google Scholar 

  • Homburg. C., A. Giering, and A. Menon. “Relationship Characteristics as Moderators of the Satisfaction-Loyalty Link: Findings in a Business-to-Business Context,” Journal of Business-to-Business Marketing, (10:3), 2003, pp. 35–62.

    Article  Google Scholar 

  • Homburg, C., S. Kuester, N. Beutin, and A. Menon. “Determinants of Customer Benefits in Business-to-Business Markets: A Cross-Cultural Comparison,” Journal of International Marketing, (13:3), 2005, pp. 1–31.

    Article  Google Scholar 

  • Huber, F., A. Herrmann, F. Meyer, J. Vogel, and K. Vollhardt. Kausalmodellierung mit Partial Least Squares – Ei n e anwendungsorientierte Einführung, Gabler, Wiesbaden, 2007.

    Google Scholar 

  • Hulland, J. “Use of Partial Least Squares (PLS) in Strategic Management Research: A Review of Four Recent Studies,” Strategic Management Journal, (20:2), 1999, pp. 195–204.

    Article  Google Scholar 

  • Ivens, B.S. “Flexibility in industrial service relationships: The construct, antecedents, and performance outcomes,” Industrial Marketing Management, (34:6), 2005, pp. 566–576.

    Article  Google Scholar 

  • Jap, S.D. “Pie-Expansion Efforts: Collaboration Processes in Buyer-Supplier Relationships,” Journal of Marketing Research, (36:4), 1999, pp. 461–475.

    Article  Google Scholar 

  • Johnson, J.L. “Strategic Integration in Industrial Distribution Channels: Managing the Interfirm Relationship as a Strategic Asset,” Journal of Academy of Marketing Science, (27:1), 1999, pp. 4–18.

    Article  Google Scholar 

  • Johnston, D.A., D.M. McCutcheon, F.I. Stuart, and H. Kerwood. “Effects of supplier trust on performance of cooperative supplier relationships,” Journal of Operations Management, (22:1), 2004, pp. 23–38.

    Article  Google Scholar 

  • Joshi, A.W. “Continuous Supplier Performance Improvement: Effects of Collaborative Communication and Control,” Journal of Marketing, (73:1), 2009, pp. 133–150.

    Article  Google Scholar 

  • Kalwani, M.U. and N. Narayandas. “Long-Term Manufacturer-Supplier Relationships: Do They Pay Off for Supplier Firms?,” Journal of Marketing, (59:1), 1995, pp. 1–16.

    Article  Google Scholar 

  • Kaufmann, P.J. and R.P. Dant. “The Dimensions of Commercial Exchange,” Marketing Letters, (3:2), 1992, pp. 171–185.

    Article  Google Scholar 

  • Knemeyer, A.M. and P.R. Murphy. “Evaluating the Performance of Third-Party Logistics Arrangements: A Relationship Marketing Perspective,” Journal of Supply Chain Management, (40:1), 2004, pp. 35–51.

    Article  Google Scholar 

  • Knemeyer, A.M. and P.R. Murphy. “Is the glass half full or half empty? An examination of user and provider perspectives towards third-party logistics relationships,” International Journal of Physical Distribution & Logistics Management, (35:10), 2005a, pp. 708–727.

    Article  Google Scholar 

  • Knemeyer, A.M. and P.R. Murphy. “Exploring the Potential Impact of Relationship Characteristics and Customer Attributes on the Outcomes of Third-party Logistics Arrangements,” Transportation Journal, (44:1), 2005b, pp. 5–19.

    Google Scholar 

  • Krafft, M., O. Götz, and K. Liehr-Gobbers. “ Die Validierung von trukturgleichungsmodellen mit Hilfe des Partial-Least-Squares (PLS)-Ansatz.” In F. Bliemel, A. Eggert, G. Fassott, and J. Henseler (Ed.): Handbuch PLSPfadmodellierung – Methoden, Anwendungen, Praxisbeispiele, Schäffer-Poeschel Verlag, Stuttgart, 2005, pp. 71–116.

    Google Scholar 

  • Kumar, N., L. W. Stern, and J. C. Anderson. “Conducting Interorganizational Research Using Key Informants,” Academy of Management Journal, (36:6), 1993, pp. 1633–1651.

    Article  Google Scholar 

  • Lai, K. “Service capability and performance of logistics service providers,” Transportation Research Part E, (40:5), 2004, pp. 385–399.

    Article  Google Scholar 

  • Lai, F., D. Li, Q. Wang, and X. Zhao. “The Information Technology Capability of Third-Party Logistics Providers: A Resource-Based View and Empirical Evidence From China,” Journal of Supply Chain Management, (44:3), 2008, pp. 22–38.

    Article  Google Scholar 

  • Langley Jr., C.J., E. van Dort, J. Morton, S. Hoemmken, A. Goh, M. Zabawa, R. Strata, and M. Riegler. “The State of Logistics Outsourcing: 2007 Third-Party Logistics – Results and Findings of the 12th Annual Study,” Atlanta, 2007.

    Google Scholar 

  • Langley Jr., C.J., D. Albright, J. Morton, D. Wereldsma, M. Alf, S. Swaminathan, G. Smith, J. Murphy, T.A. Deakins, S. Hoemmken, and K. Peters. “The State of Logistics Outsourcing: 2009 Third-Party Logistics – Results and Findings of the 14th Annual Study,” Atlanta, 2009.

    Google Scholar 

  • Lavie, D. “The Competitive Advantage of Interconnected Firms: An Extension of the Resource-Based View,” Academy of Management Review, (31:3), 2006, pp. 638–658.

    Article  Google Scholar 

  • Liao, Y., P. Hong, and S.S. Rao. “Supply Management, Supply Flexibility and Performance Outcomes: An Empirical Investigation of Manufacturing Firms,” Journal of Supply Chain Management, (46:3), 2010, pp. 6–22.

    Article  Google Scholar 

  • Lieb, R. and K. Butner. “The North American Third-Party Logistics Industry in 2006: The Provider CEO Perspective,” Transportation Journal, (46:3), 2007, pp. 40–52.

    Google Scholar 

  • Lusch, R.F. and J.R. Brown. “Interdependency, Contracting, and Relational Behavior in Marketing Channels,” Journal of Marketing, (60:4), 1996, pp. 19–38.

    Article  Google Scholar 

  • Lynch, D.F., S.B. Keller, and J. Ozment. “The Effects of Logistics Capabilities and Strategy on Firm Performance,” Journal of Business Logistics, (21:2), 2000, pp. 47–67.

    Google Scholar 

  • Macneil, I.R. The New Social Contract, An Inquiry into Modern Contractual Relations, Yale University Press, New Haven, CT, 1980.

    Google Scholar 

  • Maloni, M.J. and C.R. Carter. “Opportunities for Research in Third Party Logistics,” Transportation Journal, (45:2), 2006, pp. 23–38.

    Google Scholar 

  • Marsh, H.W., K. Hau, J.R. Balla, and D. Grayson. “Is More Ever Too Much? The Number of Indicators per Factor in Confirmatory Factor Analysis,” Multivariate Behavioral Research, (33:2), 1998, pp. 181–220.

    Article  Google Scholar 

  • Menon, A., C. Homburg and, N. Beutin. “Understanding Customer Value in Businessto- Business Relationships,” Journal of Business-to-Business Marketing, (12:2), 2005, pp. 1–35.

    Article  Google Scholar 

  • Metcalf, L.E., C.R. Frear, and R. Krishnan. “Buyer-Seller Relationships: An Application of the IMP Interaction Model,” European Journal of Marketing, (26:2), 1992, pp. 27–46.

    Article  Google Scholar 

  • Min, S., A.S. Roath, P.J. Daugherty, S.E. Genchev, H. Chen, A.D. Arndt, and R.G. Richey. “Supply chain collaboration: what’s happening?,” The International Journal of Logistics Management, (16:2), 2005, pp. 237–265.

    Article  Google Scholar 

  • Moore, K.R. and W.A. Cunningham .III “Social exchange behavior in logistics relationships: a shipper perspective,” International Journal of Physical Distribution & Logistics Management, (29:2), 1999, pp. 103–121.

    Article  Google Scholar 

  • Morgan, R.M. and D. Hunt. “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, (58:3), 1994, pp. 20–38.

    Article  Google Scholar 

  • Noordewier, T.G., G. John, and J.R. Nevin. “Performance Outcomes of Purchasing Arrangements in Industrial Buyer-Vendor Relationships,” Journal of Marketing, (54:4), 1990, pp. 80–93.

    Article  Google Scholar 

  • Nunnally, J.C. and I.H. Bernstein. Psychometric theory (3rd ed.), McGraw-Hill, NewYork, NY, 1994.

    Google Scholar 

  • Olavarrieta, S. and A.E. Ellinger. “Resource-based theory and strategic logistics research,” International Journal of Physical Distribution & Logistics Management, (27:9/10), 1997, pp. 559–587.

    Article  Google Scholar 

  • Palmatier, R.W., L.K. Scheer, and J-B.E.M. Steenkamp. “Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty,” Journal of Marketing Research, (44:2), 2007, pp. 185–199.

    Article  Google Scholar 

  • Ringle, C., S. Wende, and A. Will. 2005. SmartPLS version 2.0 M3. www.smartpls.de.

  • Sabath, R.E. and J. Fontanella. “The Unfullfilled Promise of Supply Chain Collaboration,” Supply Chain Management Review, July/August 2002, pp. 24–29.

    Google Scholar 

  • Shang, K and P.B. Marlow. “Logistics capability and performance in Taiwan’s major manufacturing firms,” Transportation Research Part E, (41:3), 2005, pp. 217–234.

    Article  Google Scholar 

  • Sink, H.L., C.J. Langley Jr., and B.J. Gibson. “Buyer observations of the US thirdparty logistics market,” International Journal of Physical Distribution & Logistics Management, (26:3), 1996, pp. 38–46.

    Article  Google Scholar 

  • Sinkovics, R.R. and A.S. Roath. “Strategic Orientation, Capabilities, And Performance in Manufacturer - 3PL Relationships”, Journal of Business Logistics, (25:2), 2004, pp. 43–64.

    Article  Google Scholar 

  • Stank, T.P., T.J. Goldsby, S.K. Vickery and K. Savitskie. “Logistics Service Performance: Estimating its Influence on Market Share”, Journal of Business Logistics, (24:1), 2003, pp. 27–55.

    Article  Google Scholar 

  • Teece, D.J. “Capturing Value from Knowledge Assets: The New Economy, Markets for Know-How, and Intangible Assets,” California Management Review, (40:3), 1998, pp. 55–79.

    Google Scholar 

  • van Laarhoven, P., M. Berglund and M. Peters. “Third-party logistics in Europe – five years later,” International Journal of Physical Distribution & Logistics Management, (30:5), 2000, pp. 425–442.

    Article  Google Scholar 

  • Wallenburg, C.M. “Innovation in Logistics Outsourcing Relationships: Proactive Improvements by Logistics Service Providers as a Driver of Customer Loyalty,” Journal of Supply Chain Management, (45:2), 2009, pp. 75–93.

    Article  Google Scholar 

  • Wernerfelt, B. “A Resource-based View of the Firm,” Strategic Management Journal, (5:2), 1984, pp. 171–180.

    Article  Google Scholar 

  • Weigelt, C. “The Impact of Outsourcing New Technologies on Integrative Capabilities and Performance,” Strategic Management Journal, (30:6), 2009, pp. 595–616.

    Article  Google Scholar 

  • Wong, C.Y. and N. Karia. “Explaining the competitive advantage of logistics service providers: A resource-based view approach,” Int. Journal of Production Economics, (128:1), 2010, pp. 51–67.

    Article  Google Scholar 

  • Yao, Y., M. Dresner, and J.W. Palmer. “Impact of Boundary-Spanning Technology and Position in Chain on Firm Performance,” Journal of Supply Chain Management, (45:4), 2009, pp. 3–16.

    Article  Google Scholar 

  • Zacharia, Z.G., N.W. Nix, and R.F. Lusch. “An Analysis of Supply Chain Collaborations and their Effect on Performance Outcomes,” Journal of Business Logistics, (30:2), 2009, pp. 101–123

    Article  Google Scholar 

  • Zhao, M., C. Dröge, and T.P. Stank. “The Effects of Logistics Capabilities on Firm Performance: Customer-Focused Versus Information-Focused Capabilities,” Journal of Business Logistics, (22:2), 2001, pp. 91–107.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Friedrich-Alexander-Universität Erlangen-Nürnberg, Erlangen-Nürnberg

    Prof. Dr.-Ing. Evi Hartmann (Chair of Supply Chain Management)

Authors
  1. Prof. Dr.-Ing. Evi Hartmann
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Alexander de Grahl
    View author publications

    You can also search for this author in PubMed Google Scholar

Rights and permissions

Reprints and permissions

Copyright information

© 2011 Gabler Verlag | Springer Fachmedien Wiesbaden GmbH

About this chapter

Cite this chapter

Hartmann, E., de Grahl, A. (2011). The Flexibility of Logistics Service Providers and its Impact on Customer Loyalty – An Empirical Study. In: Success Factors in Logistics Outsourcing. Gabler Verlag. https://doi.org/10.1007/978-3-8349-7084-8_2

Download citation

Publish with us

Policies and ethics

Search

Navigation