Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services, restaurants and video rental stores). Significant findings include: the image consumers have of a service firm has the strongest impact on their expectations; the relative saliences of the antecedents vary across industries; advertising has no significant impact on expectations or firm image in any of the four industries or in the aggregate analysis; and the level of customization and service provider judgment has an impact on the relative importance of each of the antecedents of consumer expectations.

Marketing efforts can offer firms a greater competitive advantage by overtly stimulating the impact of frontline logistics employees on customer value creation. In such a situation, internal marketing becomes the strategy of choice in both service and product support contexts. A broad marketing mix framework is introduced shifting the traditional application from marketing products to marketing the workplace to logistics distribution employees. Research findings support a multidimensional operationalization of internal marketing. Holistic tests indicate that internal marketing on an interpersonal level is associated with satisfied and higher performing distribution center employees and increased interdepartmental customer orientation.

Purpose -The purpose of this paper is to provide a comprehensive review of the core literature pertaining to frontline logistics personnel and their managers that has been published in the leading logistics journals. An annotated, yet integrated, review presentation will aid researchers in better understanding the concepts developed and linkages between the most critical variables studied to date. The paper aims to present a comprehensive model containing the primary variables pertaining to the recruitment, development, supervising, and retention of high quality logistics personnel to meaningfully identify what is known and not known about personnel issues in logistics. Design/methodology/approach -The findings in this paper are based on a comprehensive review of articles pertaining to frontline logistics personnel and their managers, which were published in the leading logistics journals. For analysis, the paper is divided into five related areas: student samples and student perspectives compared to those of corporate recruiters; research oriented toward the skills of managers and issues relating to career development; research pertaining to the work environment and success of non-supervisory, frontline employees; literature relating to logistics reputation; and research pertaining to logistics diversity. Findings -Prior to this review of the literature, substantially less is known about how research links together previous research findings to formulate an integrative depiction of important concepts pertaining to logistics personnel. The results provide a better understanding of the knowledge researchers have discovered to date, as well as identification of areas in need of further exploration. Research limitations/implications -Most conspicuously absent from the paper is research pertaining to the interaction of logistics personnel and technology, the importance of logistics personnel in securing the supply chain, and the importance of elevating frontline logistics jobs to the next level of professionalism to achieve supply chain excellence. Practical implications -To assist organizations in preparing managers, this paper has compiled and integrated the research relating to logistics personnel issues. This compilation should be valuable in aiding managers in recruiting, developing, supervising, and retaining high-quality logistics personnel. Originality/value -While there is a growing body of literature in the area of frontline logistics employees and their managers, a comprehensive review of the literature has not been published that links the results of various studies together to help identify gaps in the literature or conflicting results that should be further explored. This paper provides such a review as well as two theoretical models to help us better understand the important components necessary in hiring, developing, motivating, and retaining supervisors and frontline workers in various logistics operations.

PurposeEffective and efficient supply chain management is critical to the success of firms engaging in e‐commerce. The purpose of this paper is to examine the impact of logistics capability and logistics outsourcing on firm performance in an e‐commerce market environment.Design/methodology/approachThis research examines the relationship between firm's logistics capability, logistics outsourcing and its performance. Multiple‐item constructs are used to measure the strength of logistics capability and firm performance. The use of logistics outsourcing is represented by a dichotomous variable. Data obtained via a survey were analyzed to investigate relationships among constructs and various hypotheses were tested.FindingsStudy results revealed logistics capability to be positively related to firm performance in the e‐commerce market. However, counter‐intuitively, logistics outsourcing and firm performance were not found to be positively linked. Further, the association between logistics capability and outsourcing was not supported. Finally, the interactive effect of logistics outsourcing on the relationship between logistics capability and firm performance was not sustained.Research limitations/implicationsResearch findings are constrained, as the study was limited to the computer and consumer electronics retailing industry. However, the importance of logistics capability was confirmed in the e‐commerce supply chain for this segment. And the benefit of using third‐party logistics (3PL) to enhance firm performance was not fully established.Practical implicationsLogistics capability is critical for superior firm performance in e‐commerce. However, study findings lead to the presumption that firms should avoid logistics outsourcing if performance is predicated on competitive advantage due to internally strong logistics capability and competencies.Originality/valueThis research contributes to the study of logistics capability and 3PL in e‐commerce. The development of a logistics capability measurement construct in e‐commerce originated with this research. Also the impact of logistics outsourcing on firm performance is tested for the first time in an e‐commerce market environment.

No abstract