This research examines the moderating effect of conflict frequency on the satisfaction‐loyalty linkage in logistics outsourcing relationships. The findings suggest service satisfaction to be the primary driver of loyalty in smoothly running relationships. However, relational satisfaction takes a leading role in high conflict relationships. As turbulence increases in these important logistics service relationships, the quality of the interaction becomes a critical consideration.
T his study examines differences in loyalty formation within logistics outsourcing relationships between Germany and the United States. A model of loyalty formation on the basis of commitment and trust is developed and differences between Germany and the United States are hypothesized. They are tested based on 795 logistics outsourcing relationships in the two countries using structural equation modeling. The results indicate that these relationships differ depending on cultural traits relating to trust and commitment. The findings are relevant for practitioners and academics as they paint a more globally informed picture of loyalty formation within logistics outsourcing relationships in which to base both managerial decisions and future research.
Purpose -The purpose of this paper is to establish a scale for the measurement of proactive improvement, in general, and then more specifically in terms of cost-and service-focused improvement in logistics outsourcing arrangements. Design/methodology/approach -Upon completing a review of the literature, scale development is completed in five phases. The first two phases focus on item generation and qualitative validation. The third phase (quantitative pilot testing) involves a sample of 220 logistics managers in Germany. The fourth phase replicates these findings with a sample of 250 US logistics managers. The final phase differentiates the general scale tested and replicated in the previous two phases by assessing the merit of cost-and service-focused scales adapted from the general scale among a separate sample of 298 logistics managers in Germany. Findings -After eliminating one measurement item, the German and US samples provide support for a four-item scale to measure general proactive improvement. Subsequent analysis with a separate sample finds strong support for scales that are adapted to capture the distinct aspects of cost-and service-focused improvement. Research limitations/implications -Research indicates that one of the key differentiators in the success of logistics outsourcing relationships is the service provider's ability to achieve proactive improvement, or customer-oriented ex post adaptations that benefit the customer after the relationship's formation. Little empirical research has been conducted to assess the influence and merit of such improvements. The establishment of valid scales is an important initial step towards understanding the value and nature of proactive improvement in logistics outsourcing relationships. Practical implications -Future research using the established scales should help provide practitioners with a better understanding of the value and nature of proactive improvement in logistics outsourcing relationships. Originality/value -The paper employs a thorough multi-phase/multi-sample approach across two distinct countries to devise a scale for an important construct in logistics outsourcing research.
Purpose -The purpose of this paper is to establish a scale for the measurement of proactive improvement, in general, and then more specifically in terms of cost-and service-focused improvement in logistics outsourcing arrangements. Design/methodology/approach -Upon completing a review of the literature, scale development is completed in five phases. The first two phases focus on item generation and qualitative validation. The third phase (quantitative pilot testing) involves a sample of 220 logistics managers in Germany. The fourth phase replicates these findings with a sample of 250 US logistics managers. The final phase differentiates the general scale tested and replicated in the previous two phases by assessing the merit of cost-and service-focused scales adapted from the general scale among a separate sample of 298 logistics managers in Germany. Findings -After eliminating one measurement item, the German and US samples provide support for a four-item scale to measure general proactive improvement. Subsequent analysis with a separate sample finds strong support for scales that are adapted to capture the distinct aspects of cost-and service-focused improvement. Research limitations/implications -Research indicates that one of the key differentiators in the success of logistics outsourcing relationships is the service provider's ability to achieve proactive improvement, or customer-oriented ex post adaptations that benefit the customer after the relationship's formation. Little empirical research has been conducted to assess the influence and merit of such improvements. The establishment of valid scales is an important initial step towards understanding the value and nature of proactive improvement in logistics outsourcing relationships. Practical implications -Future research using the established scales should help provide practitioners with a better understanding of the value and nature of proactive improvement in logistics outsourcing relationships. Originality/value -The paper employs a thorough multi-phase/multi-sample approach across two distinct countries to devise a scale for an important construct in logistics outsourcing research.
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