Supply chain strategies, capabilities, and performance

Transportation Journal

Volumn 41, Issue 1, 2001, Pages 37-54

  Morash, Edward A ^a  

^a MICHIGAN STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0035437895     PISSN: 00411612     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (93)

1. 1 David E. Feeny and Leslie P. Willcocks, "Core IS Capabilities for Exploiting Information Technology," Sloan Management Review, Vol. 39, No. 3 (Spring 1998), pp. 9-22; Daniel F. Lynch, Scott B. Keller, and John Ozment, "The Effects of Logistics Capabilities and Strategy on Firm Performance," Journal of Business Logistics, Vol. 21, No. 2 (2000), pp. 47-67; George S. Day, "The Capabilities of Market-Driven Organizations," Journal of Markering, Vol. 58, No. 3 (October 1994), pp. 37-52; Andrew Bartmess and Keith Cerny, "Building Competitive Advantage Through a Global Network of Capabilities," California Management Review, Vol. 35, No. 2 (Winter 1993), pp. 78-103; George Stalk, Philip Evans, and Lawrence E. Shulman, "Competing on Capabilities: The New Rules of Corporate Strategy," Harvard Business Review, Vol. 70, No. 2 (March-April 1992), pp. 57-69; see also: Jeffrey S. Conant, Michael P. Mokwa, and P. Rajan Varadarajan, "Strategic Types, Distinctive Marketing Competencies, and Organizational Performance," Strategic Management Journal, Vol. 11, No. 5 (September 1990), pp. 365-383; Michael A. Hitt and R. Duane Ireland, "Corporate Distinctive Competence, Strategy, Industry, and Performance," Strategic Management Journal, Vol. 6, No. 3 (July-September 1985), pp. 273-293.
2. 1 David E. Feeny and Leslie P. Willcocks, "Core IS Capabilities for Exploiting Information Technology," Sloan Management Review, Vol. 39, No. 3 (Spring 1998), pp. 9-22; Daniel F. Lynch, Scott B. Keller, and John Ozment, "The Effects of Logistics Capabilities and Strategy on Firm Performance," Journal of Business Logistics, Vol. 21, No. 2 (2000), pp. 47-67; George S. Day, "The Capabilities of Market-Driven Organizations," Journal of Markering, Vol. 58, No. 3 (October 1994), pp. 37-52; Andrew Bartmess and Keith Cerny, "Building Competitive Advantage Through a Global Network of Capabilities," California Management Review, Vol. 35, No. 2 (Winter 1993), pp. 78-103; George Stalk, Philip Evans, and Lawrence E. Shulman, "Competing on Capabilities: The New Rules of Corporate Strategy," Harvard Business Review, Vol. 70, No. 2 (March-April 1992), pp. 57-69; see also: Jeffrey S. Conant, Michael P. Mokwa, and P. Rajan Varadarajan, "Strategic Types, Distinctive Marketing Competencies, and Organizational Performance," Strategic Management Journal, Vol. 11, No. 5 (September 1990), pp. 365-383; Michael A. Hitt and R. Duane Ireland, "Corporate Distinctive Competence, Strategy, Industry, and Performance," Strategic Management Journal, Vol. 6, No. 3 (July-September 1985), pp. 273-293.
3. 1 David E. Feeny and Leslie P. Willcocks, "Core IS Capabilities for Exploiting Information Technology," Sloan Management Review, Vol. 39, No. 3 (Spring 1998), pp. 9-22; Daniel F. Lynch, Scott B. Keller, and John Ozment, "The Effects of Logistics Capabilities and Strategy on Firm Performance," Journal of Business Logistics, Vol. 21, No. 2 (2000), pp. 47-67; George S. Day, "The Capabilities of Market-Driven Organizations," Journal of Markering, Vol. 58, No. 3 (October 1994), pp. 37-52; Andrew Bartmess and Keith Cerny, "Building Competitive Advantage Through a Global Network of Capabilities," California Management Review, Vol. 35, No. 2 (Winter 1993), pp. 78-103; George Stalk, Philip Evans, and Lawrence E. Shulman, "Competing on Capabilities: The New Rules of Corporate Strategy," Harvard Business Review, Vol. 70, No. 2 (March-April 1992), pp. 57-69; see also: Jeffrey S. Conant, Michael P. Mokwa, and P. Rajan Varadarajan, "Strategic Types, Distinctive Marketing Competencies, and Organizational Performance," Strategic Management Journal, Vol. 11, No. 5 (September 1990), pp. 365-383; Michael A. Hitt and R. Duane Ireland, "Corporate Distinctive Competence, Strategy, Industry, and Performance," Strategic Management Journal, Vol. 6, No. 3 (July-September 1985), pp. 273-293.
4. 1 David E. Feeny and Leslie P. Willcocks, "Core IS Capabilities for Exploiting Information Technology," Sloan Management Review, Vol. 39, No. 3 (Spring 1998), pp. 9-22; Daniel F. Lynch, Scott B. Keller, and John Ozment, "The Effects of Logistics Capabilities and Strategy on Firm Performance," Journal of Business Logistics, Vol. 21, No. 2 (2000), pp. 47-67; George S. Day, "The Capabilities of Market-Driven Organizations," Journal of Markering, Vol. 58, No. 3 (October 1994), pp. 37-52; Andrew Bartmess and Keith Cerny, "Building Competitive Advantage Through a Global Network of Capabilities," California Management Review, Vol. 35, No. 2 (Winter 1993), pp. 78-103; George Stalk, Philip Evans, and Lawrence E. Shulman, "Competing on Capabilities: The New Rules of Corporate Strategy," Harvard Business Review, Vol. 70, No. 2 (March-April 1992), pp. 57-69; see also: Jeffrey S. Conant, Michael P. Mokwa, and P. Rajan Varadarajan, "Strategic Types, Distinctive Marketing Competencies, and Organizational Performance," Strategic Management Journal, Vol. 11, No. 5 (September 1990), pp. 365-383; Michael A. Hitt and R. Duane Ireland, "Corporate Distinctive Competence, Strategy, Industry, and Performance," Strategic Management Journal, Vol. 6, No. 3 (July-September 1985), pp. 273-293.
5. 1 David E. Feeny and Leslie P. Willcocks, "Core IS Capabilities for Exploiting Information Technology," Sloan Management Review, Vol. 39, No. 3 (Spring 1998), pp. 9-22; Daniel F. Lynch, Scott B. Keller, and John Ozment, "The Effects of Logistics Capabilities and Strategy on Firm Performance," Journal of Business Logistics, Vol. 21, No. 2 (2000), pp. 47-67; George S. Day, "The Capabilities of Market-Driven Organizations," Journal of Markering, Vol. 58, No. 3 (October 1994), pp. 37-52; Andrew Bartmess and Keith Cerny, "Building Competitive Advantage Through a Global Network of Capabilities," California Management Review, Vol. 35, No. 2 (Winter 1993), pp. 78-103; George Stalk, Philip Evans, and Lawrence E. Shulman, "Competing on Capabilities: The New Rules of Corporate Strategy," Harvard Business Review, Vol. 70, No. 2 (March-April 1992), pp. 57-69; see also: Jeffrey S. Conant, Michael P. Mokwa, and P. Rajan Varadarajan, "Strategic Types, Distinctive Marketing Competencies, and Organizational Performance," Strategic Management Journal, Vol. 11, No. 5 (September 1990), pp. 365-383; Michael A. Hitt and R. Duane Ireland, "Corporate Distinctive Competence, Strategy, Industry, and Performance," Strategic Management Journal, Vol. 6, No. 3 (July-September 1985), pp. 273-293.
6. 1 David E. Feeny and Leslie P. Willcocks, "Core IS Capabilities for Exploiting Information Technology," Sloan Management Review, Vol. 39, No. 3 (Spring 1998), pp. 9-22; Daniel F. Lynch, Scott B. Keller, and John Ozment, "The Effects of Logistics Capabilities and Strategy on Firm Performance," Journal of Business Logistics, Vol. 21, No. 2 (2000), pp. 47-67; George S. Day, "The Capabilities of Market-Driven Organizations," Journal of Markering, Vol. 58, No. 3 (October 1994), pp. 37-52; Andrew Bartmess and Keith Cerny, "Building Competitive Advantage Through a Global Network of Capabilities," California Management Review, Vol. 35, No. 2 (Winter 1993), pp. 78-103; George Stalk, Philip Evans, and Lawrence E. Shulman, "Competing on Capabilities: The New Rules of Corporate Strategy," Harvard Business Review, Vol. 70, No. 2 (March-April 1992), pp. 57-69; see also: Jeffrey S. Conant, Michael P. Mokwa, and P. Rajan Varadarajan, "Strategic Types, Distinctive Marketing Competencies, and Organizational Performance," Strategic Management Journal, Vol. 11, No. 5 (September 1990), pp. 365-383; Michael A. Hitt and R. Duane Ireland, "Corporate Distinctive Competence, Strategy, Industry, and Performance," Strategic Management Journal, Vol. 6, No. 3 (July-September 1985), pp. 273-293.
7. 1 David E. Feeny and Leslie P. Willcocks, "Core IS Capabilities for Exploiting Information Technology," Sloan Management Review, Vol. 39, No. 3 (Spring 1998), pp. 9-22; Daniel F. Lynch, Scott B. Keller, and John Ozment, "The Effects of Logistics Capabilities and Strategy on Firm Performance," Journal of Business Logistics, Vol. 21, No. 2 (2000), pp. 47-67; George S. Day, "The Capabilities of Market-Driven Organizations," Journal of Markering, Vol. 58, No. 3 (October 1994), pp. 37-52; Andrew Bartmess and Keith Cerny, "Building Competitive Advantage Through a Global Network of Capabilities," California Management Review, Vol. 35, No. 2 (Winter 1993), pp. 78-103; George Stalk, Philip Evans, and Lawrence E. Shulman, "Competing on Capabilities: The New Rules of Corporate Strategy," Harvard Business Review, Vol. 70, No. 2 (March-April 1992), pp. 57-69; see also: Jeffrey S. Conant, Michael P. Mokwa, and P. Rajan Varadarajan, "Strategic Types, Distinctive Marketing Competencies, and Organizational Performance," Strategic Management Journal, Vol. 11, No. 5 (September 1990), pp. 365-383; Michael A. Hitt and R. Duane Ireland, "Corporate Distinctive Competence, Strategy, Industry, and Performance," Strategic Management Journal, Vol. 6, No. 3 (July-September 1985), pp. 273-293.
8. 2 Michael Treacy and Fred Wiersema, The Discipline of Market Leaders, (Reading, MA: Addison-Wesley Publishing Co., 1995); Marshall L. Fisher, "What is the Right Supply Chain For Your Product?", Harvard Business Review, Vol. 75, No. 2 (March-April 1997), pp. 105-116; Edward A. Morash and Steven R. Clinton, 'The Role of Transportation Capabilities in International Supply Chain Management," Transportation Journal, Vol. 36, No. 3 (Spring 1997), pp. 5-17.
9. 2 Michael Treacy and Fred Wiersema, The Discipline of Market Leaders, (Reading, MA: Addison-Wesley Publishing Co., 1995); Marshall L. Fisher, "What is the Right Supply Chain For Your Product?", Harvard Business Review, Vol. 75, No. 2 (March-April 1997), pp. 105-116; Edward A. Morash and Steven R. Clinton, 'The Role of Transportation Capabilities in International Supply Chain Management," Transportation Journal, Vol. 36, No. 3 (Spring 1997), pp. 5-17.
10. 2 Michael Treacy and Fred Wiersema, The Discipline of Market Leaders, (Reading, MA: Addison-Wesley Publishing Co., 1995); Marshall L. Fisher, "What is the Right Supply Chain For Your Product?", Harvard Business Review, Vol. 75, No. 2 (March-April 1997), pp. 105-116; Edward A. Morash and Steven R. Clinton, 'The Role of Transportation Capabilities in International Supply Chain Management," Transportation Journal, Vol. 36, No. 3 (Spring 1997), pp. 5-17.
11. 3 Treacy and Wiersema (1995); Global Logistics Research Team at Michigan State University, World Class Logistics: The Challenge of Managing Continuous Change, (Oak Brook, IL: Council of Logistics Management, 1995); Donald J. Bowersox, David J. Closs, and Theodore P. Stank, 21st Century Logistics: Making Supply Chain Integration a Reality, (Oak Brook, IL: Council of Logistics Management, 1999).
12. 3 Treacy and Wiersema (1995); Global Logistics Research Team at Michigan State University, World Class Logistics: The Challenge of Managing Continuous Change, (Oak Brook, IL: Council of Logistics Management, 1995); Donald J. Bowersox, David J. Closs, and Theodore P. Stank, 21st Century Logistics: Making Supply Chain Integration a Reality, (Oak Brook, IL: Council of Logistics Management, 1999).
13. 3 Treacy and Wiersema (1995); Global Logistics Research Team at Michigan State University, World Class Logistics: The Challenge of Managing Continuous Change, (Oak Brook, IL: Council of Logistics Management, 1995); Donald J. Bowersox, David J. Closs, and Theodore P. Stank, 21st Century Logistics: Making Supply Chain Integration a Reality, (Oak Brook, IL: Council of Logistics Management, 1999).
14. 4 Edward A. Morash, Cornelia Dröge, and Shawnee Vickery, "Strategic Logistics Capabilities for Competitive Advantage and Firm Success," Journal of Business Logistics, Vol. 17, No. 1 (1996), pp. 1-22.
15. 5 Michael Treacy and Fred Wiersema, "Customer Intimacy and Other Value Disciplines," Harvard Business Review, Vol. 71, No. 1 (January-February 1993), pp. 84-93.
16. 6 Global Logistics Research Team at Michigan State University (1995);
17. Donald J. Bowersox, David J. Closs, and Theodore P. Stank, 21st Century Logistics: Making Supply Chain Integration a Reality, (Oak Brook, IL: Council of Logistics Management, 1999).
18. 7 Richard A. Spreng, Gilbert D. Harrell, and Robert D. Mackoy, "Service Recovery: Impact on Satisfaction and Intentions," Journal of Services Marketing, Vol. 9, No. 1 (1995), pp. 15-23; Christopher W.L. Hart, James L. Heskett, and Earl W. Sasser, Jr., "The Profitable Art of Service Recovery," Harvard Business Review, Vol. 68, No. 4 (July-August 1990), pp. 148-156.
19. 7 Richard A. Spreng, Gilbert D. Harrell, and Robert D. Mackoy, "Service Recovery: Impact on Satisfaction and Intentions," Journal of Services Marketing, Vol. 9, No. 1 (1995), pp. 15-23; Christopher W.L. Hart, James L. Heskett, and Earl W. Sasser, Jr., "The Profitable Art of Service Recovery," Harvard Business Review, Vol. 68, No. 4 (July-August 1990), pp. 148-156.
20. 8 Treacy and Wiersema (1995); (1993).
21. 9 Treacy and Wiersema (1995).
22. 10 Michael A. Cusumano and David B. Yoffie, Competing on Internet Time, (New York, NY: Touchtone, Simon & Schuster, 1998); George Stalk, Jr. and Thomas M. Hout, Competing Against Time: How Time-Based Competition is Reshaping Global Markets, (New York: The Free Press, 1990); George Stalk, Jr., "Time-The Next Source of Competitive Advantage," Harvard Business Review, Vol. 66, No. 4 (July-August, 1988), pp. 41-51.
23. 10 Michael A. Cusumano and David B. Yoffie, Competing on Internet Time, (New York, NY: Touchtone, Simon & Schuster, 1998); George Stalk, Jr. and Thomas M. Hout, Competing Against Time: How Time-Based Competition is Reshaping Global Markets, (New York: The Free Press, 1990); George Stalk, Jr., "Time-The Next Source of Competitive Advantage," Harvard Business Review, Vol. 66, No. 4 (July-August, 1988), pp. 41-51.
24. 10 Michael A. Cusumano and David B. Yoffie, Competing on Internet Time, (New York, NY: Touchtone, Simon & Schuster, 1998); George Stalk, Jr. and Thomas M. Hout, Competing Against Time: How Time-Based Competition is Reshaping Global Markets, (New York: The Free Press, 1990); George Stalk, Jr., "Time-The Next Source of Competitive Advantage," Harvard Business Review, Vol. 66, No. 4 (July-August, 1988), pp. 41-51.
25. 11 Stalk and Hout (1990); Edward A. Morash and John Ozment, "The Strategic Use of Transportation Time and Reliability for Competitive Advantage," Transportation Journal, Vol. 36, No. 2 (Winter 1996), pp. 35-46; Morash and Clinton (1997).
26. 11 Stalk and Hout (1990); Edward A. Morash and John Ozment, "The Strategic Use of Transportation Time and Reliability for Competitive Advantage," Transportation Journal, Vol. 36, No. 2 (Winter 1996), pp. 35-46; Morash and Clinton (1997).
27. 11 Stalk and Hout (1990); Edward A. Morash and John Ozment, "The Strategic Use of Transportation Time and Reliability for Competitive Advantage," Transportation Journal, Vol. 36, No. 2 (Winter 1996), pp. 35-46; Morash and Clinton (1997).
28. 12 Daniel T. Jones, Peter Hines, and Nick Rich, "Lean Logistics," International Journal of Physical Distribution and Logistics Management, Vol. 27, No. 3 (1997), 153-173.
29. 13 Jones, Hines, and Rich, "Lean Logistics," (1997), pp. 157-162.
30. 14 Ibid, pp. 154-157.
31. 15 Treacy and Wiersema (1995); (1993); Fisher (1997).
32. 15 Treacy and Wiersema (1995); (1993); Fisher (1997).
33. 16 Edward A. Morash, Cornelia Droge, and Shawnee Vickery (1996).
34. 17 Richard Normann and Rafael Ramirez, "From Value Chain to Value Constellation: Designing Interactive Strategy," Harvard Business Review, Vol. 71, No. 4 (July-August 1993), pp. 65-77; John Ozment and Edward A. Morash, "The Augmented Service Offering for Perceived and Actual Service Quality," Journal of the Academy of Marketing Science, Vol. 22, No. 4 (Fall 1994), pp. 352-363; N.P. Greis and J.D. Kasarda, "Enterprise Logistics in the Information Era," California Management Review, Vol. 39, No. 4 (Summer 1997), pp. 55-78.
35. 17 Richard Normann and Rafael Ramirez, "From Value Chain to Value Constellation: Designing Interactive Strategy," Harvard Business Review, Vol. 71, No. 4 (July-August 1993), pp. 65-77; John Ozment and Edward A. Morash, "The Augmented Service Offering for Perceived and Actual Service Quality," Journal of the Academy of Marketing Science, Vol. 22, No. 4 (Fall 1994), pp. 352-363; N.P. Greis and J.D. Kasarda, "Enterprise Logistics in the Information Era," California Management Review, Vol. 39, No. 4 (Summer 1997), pp. 55-78.
36. 17 Richard Normann and Rafael Ramirez, "From Value Chain to Value Constellation: Designing Interactive Strategy," Harvard Business Review, Vol. 71, No. 4 (July-August 1993), pp. 65-77; John Ozment and Edward A. Morash, "The Augmented Service Offering for Perceived and Actual Service Quality," Journal of the Academy of Marketing Science, Vol. 22, No. 4 (Fall 1994), pp. 352-363; N.P. Greis and J.D. Kasarda, "Enterprise Logistics in the Information Era," California Management Review, Vol. 39, No. 4 (Summer 1997), pp. 55-78.
37. 18 Treacy and Wiersema (1995); Normann and Ramirez (1993)
38. 18 Treacy and Wiersema (1995); Normann and Ramirez (1993)
39. 19 Richard L. Oliver, Roland T. Rust, and S. Varki, "Customer Delight: Foundations, Findings, and Managerial Insight," Journal of Retailing, Vol. 73, No. 3 (1997), pp. 311-336.
40. 20 Christian Gronroos, Service Management and Marketing, (MA: Lexington Books, 1990); Edward A. Morash and John Ozment, "Toward Management of Transportation Service Quality," The Logistics and Transportation Review, Vol. 30, No. 2 (June 1994), pp. 115-140.
41. 20 Christian Gronroos, Service Management and Marketing, (MA: Lexington Books, 1990); Edward A. Morash and John Ozment, "Toward Management of Transportation Service Quality," The Logistics and Transportation Review, Vol. 30, No. 2 (June 1994), pp. 115-140.
42. 21 Global Logistics Research Team at Michigan State University (1995); Bowersox, Closs, and Stank (1999).
43. 21 Global Logistics Research Team at Michigan State University (1995); Bowersox, Closs, and Stank (1999).
44. 22 Toby B. Gooley, "Mass Customization: How Logistics Makes It Happen," Logistics Management and Distribution Report, Vol. 37, No. 4 (April 1998), pp. 49-53; Edward Feitzinger and Hau L. Lee, "Mass Customization at Hewlett-Packard: The Power of Postponement," Harvard Business Review, Vol. 75, No. 1 (January-February 1997), pp. 116-121; Joseph B. Fuller, James O'Conor, and Richard Rawlinson, "Tailored Logistics: The Next Advantage," Harvard Business Review, Vol. 71, No. 3 (May-June 1993), pp. 87-98; Global Logistics Research Team at Michigan State University (1995); Bowersox, Closs, and Stank (1999).
45. 22 Toby B. Gooley, "Mass Customization: How Logistics Makes It Happen," Logistics Management and Distribution Report, Vol. 37, No. 4 (April 1998), pp. 49-53; Edward Feitzinger and Hau L. Lee, "Mass Customization at Hewlett-Packard: The Power of Postponement," Harvard Business Review, Vol. 75, No. 1 (January-February 1997), pp. 116-121; Joseph B. Fuller, James O'Conor, and Richard Rawlinson, "Tailored Logistics: The Next Advantage," Harvard Business Review, Vol. 71, No. 3 (May-June 1993), pp. 87-98; Global Logistics Research Team at Michigan State University (1995); Bowersox, Closs, and Stank (1999).
46. 22 Toby B. Gooley, "Mass Customization: How Logistics Makes It Happen," Logistics Management and Distribution Report, Vol. 37, No. 4 (April 1998), pp. 49-53; Edward Feitzinger and Hau L. Lee, "Mass Customization at Hewlett-Packard: The Power of Postponement," Harvard Business Review, Vol. 75, No. 1 (January-February 1997), pp. 116-121; Joseph B. Fuller, James O'Conor, and Richard Rawlinson, "Tailored Logistics: The Next Advantage," Harvard Business Review, Vol. 71, No. 3 (May-June 1993), pp. 87-98; Global Logistics Research Team at Michigan State University (1995); Bowersox, Closs, and Stank (1999).
47. 22 Toby B. Gooley, "Mass Customization: How Logistics Makes It Happen," Logistics Management and Distribution Report, Vol. 37, No. 4 (April 1998), pp. 49-53; Edward Feitzinger and Hau L. Lee, "Mass Customization at Hewlett-Packard: The Power of Postponement," Harvard Business Review, Vol. 75, No. 1 (January-February 1997), pp. 116-121; Joseph B. Fuller, James O'Conor, and Richard Rawlinson, "Tailored Logistics: The Next Advantage," Harvard Business Review, Vol. 71, No. 3 (May-June 1993), pp. 87-98; Global Logistics Research Team at Michigan State University (1995); Bowersox, Closs, and Stank (1999).
48. 22 Toby B. Gooley, "Mass Customization: How Logistics Makes It Happen," Logistics Management and Distribution Report, Vol. 37, No. 4 (April 1998), pp. 49-53; Edward Feitzinger and Hau L. Lee, "Mass Customization at Hewlett-Packard: The Power of Postponement," Harvard Business Review, Vol. 75, No. 1 (January-February 1997), pp. 116-121; Joseph B. Fuller, James O'Conor, and Richard Rawlinson, "Tailored Logistics: The Next Advantage," Harvard Business Review, Vol. 71, No. 3 (May-June 1993), pp. 87-98; Global Logistics Research Team at Michigan State University (1995); Bowersox, Closs, and Stank (1999).
49. 23 Treacy and Wiersema (1995); D.S. Champa and G.T. Long, "The Supply Chain Perspective: The Customer Service Mix," Council of Logistics Management Annual Conference Proceedings, II, (Oak Brook, IL: CLM, October 1989), pp. 151-156; E. Feitzinger and H.L. Lee, "Mass Customization at Hewlett-Packard: The Power of Postponement," Harvard Business Review, Vol. 75, No. 1 (January-February 1997), pp. 116-121.
50. 23 Treacy and Wiersema (1995); D.S. Champa and G.T. Long, "The Supply Chain Perspective: The Customer Service Mix," Council of Logistics Management Annual Conference Proceedings, II, (Oak Brook, IL: CLM, October 1989), pp. 151-156; E. Feitzinger and H.L. Lee, "Mass Customization at Hewlett-Packard: The Power of Postponement," Harvard Business Review, Vol. 75, No. 1 (January-February 1997), pp. 116-121.
51. 23 Treacy and Wiersema (1995); D.S. Champa and G.T. Long, "The Supply Chain Perspective: The Customer Service Mix," Council of Logistics Management Annual Conference Proceedings, II, (Oak Brook, IL: CLM, October 1989), pp. 151-156; E. Feitzinger and H.L. Lee, "Mass Customization at Hewlett-Packard: The Power of Postponement," Harvard Business Review, Vol. 75, No. 1 (January-February 1997), pp. 116-121.
52. 24 Steven R. Clinton, David J. Closs, M. Bixby Cooper, and Stanley E. Fawcett, "New Dimensions of World Class Logistics Performance," Council of Logistics Management Annual Conference Proceedings, (October 1996), pp. 21-23.
53. 25 John D. Kasarda and Dennis A. Rondinelli, "Innovative Infrastructure for Agile Manufacturers," Sloan Management Review, Vol. 39, No. 2 (Winter 1998). pp. 73-82; Global Logistics Research Team at Michigan State University (1995) ; Bowersox, Closs, and Stank (1999); James Aaron Cooke, "Agility Counts." Traffic Management, (August 1995), pp. 27-31.
54. 25 John D. Kasarda and Dennis A. Rondinelli, "Innovative Infrastructure for Agile Manufacturers," Sloan Management Review, Vol. 39, No. 2 (Winter 1998). pp. 73-82; Global Logistics Research Team at Michigan State University (1995) ; Bowersox, Closs, and Stank (1999); James Aaron Cooke, "Agility Counts." Traffic Management, (August 1995), pp. 27-31.
55. 25 John D. Kasarda and Dennis A. Rondinelli, "Innovative Infrastructure for Agile Manufacturers," Sloan Management Review, Vol. 39, No. 2 (Winter 1998). pp. 73-82; Global Logistics Research Team at Michigan State University (1995) ; Bowersox, Closs, and Stank (1999); James Aaron Cooke, "Agility Counts." Traffic Management, (August 1995), pp. 27-31.
56. 25 John D. Kasarda and Dennis A. Rondinelli, "Innovative Infrastructure for Agile Manufacturers," Sloan Management Review, Vol. 39, No. 2 (Winter 1998). pp. 73-82; Global Logistics Research Team at Michigan State University (1995) ; Bowersox, Closs, and Stank (1999); James Aaron Cooke, "Agility Counts." Traffic Management, (August 1995), pp. 27-31.
57. 26 Treacy and Wiersema (1995); See also: Michael E. Porter, Competitive Advantage: Creating and Sustaining Superior Performance, (New York: The Free Press, 1985); and Michael E. Porter, "From Competitive Advantage to Corporate Strategy," in The State of Strategy, (Boston, MA: Harvard Business School Publishing, 1991).
58. 26 Treacy and Wiersema (1995); See also: Michael E. Porter, Competitive Advantage: Creating and Sustaining Superior Performance, (New York: The Free Press, 1985); and Michael E. Porter, "From Competitive Advantage to Corporate Strategy," in The State of Strategy, (Boston, MA: Harvard Business School Publishing, 1991).
59. 26 Treacy and Wiersema (1995); See also: Michael E. Porter, Competitive Advantage: Creating and Sustaining Superior Performance, (New York: The Free Press, 1985); and Michael E. Porter, "From Competitive Advantage to Corporate Strategy," in The State of Strategy, (Boston, MA: Harvard Business School Publishing, 1991).
60. 27 Treacy and Wiersema (1993); (1995).
61. 28 Stanley E. Fawcett, Sheldon R. Smith, and M. Bixby Cooper, "Strategic Intent, Measurement Capability, and Operational Success: Making the Connection," International Journal of Physical Distribution and Logistics Management, Vol. 27, No. 7 (1997), pp. 410-421; Michael E. Porter, Competitive Strategy, (New York: The Free Press, 1980), pp. 35-40; Treacy and Wiersema (1995); (1993); C.W. Hofer and D. Schendel, Strategy Formulation: Analytical Concepts. (St. Paul, MN: West Publishing, 1978).
62. 28 Stanley E. Fawcett, Sheldon R. Smith, and M. Bixby Cooper, "Strategic Intent, Measurement Capability, and Operational Success: Making the Connection," International Journal of Physical Distribution and Logistics Management, Vol. 27, No. 7 (1997), pp. 410-421; Michael E. Porter, Competitive Strategy, (New York: The Free Press, 1980), pp. 35-40; Treacy and Wiersema (1995); (1993); C.W. Hofer and D. Schendel, Strategy Formulation: Analytical Concepts. (St. Paul, MN: West Publishing, 1978).
63. 28 Stanley E. Fawcett, Sheldon R. Smith, and M. Bixby Cooper, "Strategic Intent, Measurement Capability, and Operational Success: Making the Connection," International Journal of Physical Distribution and Logistics Management, Vol. 27, No. 7 (1997), pp. 410-421; Michael E. Porter, Competitive Strategy, (New York: The Free Press, 1980), pp. 35-40; Treacy and Wiersema (1995); (1993); C.W. Hofer and D. Schendel, Strategy Formulation: Analytical Concepts. (St. Paul, MN: West Publishing, 1978).
64. 28 Stanley E. Fawcett, Sheldon R. Smith, and M. Bixby Cooper, "Strategic Intent, Measurement Capability, and Operational Success: Making the Connection," International Journal of Physical Distribution and Logistics Management, Vol. 27, No. 7 (1997), pp. 410-421; Michael E. Porter, Competitive Strategy, (New York: The Free Press, 1980), pp. 35-40; Treacy and Wiersema (1995); (1993); C.W. Hofer and D. Schendel, Strategy Formulation: Analytical Concepts. (St. Paul, MN: West Publishing, 1978).
65. 29 Robert C. Camp, Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance, (Milwaukee, WI: ASQC Quality Press, 1989): and Robert C. Camp, Global Cases in Benchmarking: Best Practices from Organizations Around the World, (Milwaukee, WI: ASQ Quality Press, 1998).
66. 29 Robert C. Camp, Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance, (Milwaukee, WI: ASQC Quality Press, 1989): and Robert C. Camp, Global Cases in Benchmarking: Best Practices from Organizations Around the World, (Milwaukee, WI: ASQ Quality Press, 1998).
67. 30 Bowersox, Closs, and Stank (1999); Robert C. Camp, Business Process Benchmarking: Finding and Implementing Best Practices, (Milwaukee, WI: ASQ Quality Press, 1995); Frances Tucker, Seymour M. Zivan, and Robert C. Camp, "How to Measure Yourself Against the Best," Harvard Business Review, Vol. 65, No. 1 (January-February, 1987), pp. 8-10; see also: Edward R. Bruning and Edward A. Morash, "Deregulation and the Cost of Equity Capital: The Case of Publicly Held Motor Carriers," Transportation Journal, Vol. 23, No. 2 (Winter 1983), pp. 72-81; and Edward R. Bruning, "An Analysis of the Technical Efficiency of Regulated Motor Carriers," Transportation Research Forum Proceedings, Vol. 21, No. 1 (1980), pp. 209-210.
68. 30 Bowersox, Closs, and Stank (1999); Robert C. Camp, Business Process Benchmarking: Finding and Implementing Best Practices, (Milwaukee, WI: ASQ Quality Press, 1995); Frances Tucker, Seymour M. Zivan, and Robert C. Camp, "How to Measure Yourself Against the Best," Harvard Business Review, Vol. 65, No. 1 (January-February, 1987), pp. 8-10; see also: Edward R. Bruning and Edward A. Morash, "Deregulation and the Cost of Equity Capital: The Case of Publicly Held Motor Carriers," Transportation Journal, Vol. 23, No. 2 (Winter 1983), pp. 72-81; and Edward R. Bruning, "An Analysis of the Technical Efficiency of Regulated Motor Carriers," Transportation Research Forum Proceedings, Vol. 21, No. 1 (1980), pp. 209-210.
69. 30 Bowersox, Closs, and Stank (1999); Robert C. Camp, Business Process Benchmarking: Finding and Implementing Best Practices, (Milwaukee, WI: ASQ Quality Press, 1995); Frances Tucker, Seymour M. Zivan, and Robert C. Camp, "How to Measure Yourself Against the Best," Harvard Business Review, Vol. 65, No. 1 (January-February, 1987), pp. 8-10; see also: Edward R. Bruning and Edward A. Morash, "Deregulation and the Cost of Equity Capital: The Case of Publicly Held Motor Carriers," Transportation Journal, Vol. 23, No. 2 (Winter 1983), pp. 72-81; and Edward R. Bruning, "An Analysis of the Technical Efficiency of Regulated Motor Carriers," Transportation Research Forum Proceedings, Vol. 21, No. 1 (1980), pp. 209-210.
70. 30 Bowersox, Closs, and Stank (1999); Robert C. Camp, Business Process Benchmarking: Finding and Implementing Best Practices, (Milwaukee, WI: ASQ Quality Press, 1995); Frances Tucker, Seymour M. Zivan, and Robert C. Camp, "How to Measure Yourself Against the Best," Harvard Business Review, Vol. 65, No. 1 (January-February, 1987), pp. 8-10; see also: Edward R. Bruning and Edward A. Morash, "Deregulation and the Cost of Equity Capital: The Case of Publicly Held Motor Carriers," Transportation Journal, Vol. 23, No. 2 (Winter 1983), pp. 72-81; and Edward R. Bruning, "An Analysis of the Technical Efficiency of Regulated Motor Carriers," Transportation Research Forum Proceedings, Vol. 21, No. 1 (1980), pp. 209-210.
71. 30 Bowersox, Closs, and Stank (1999); Robert C. Camp, Business Process Benchmarking: Finding and Implementing Best Practices, (Milwaukee, WI: ASQ Quality Press, 1995); Frances Tucker, Seymour M. Zivan, and Robert C. Camp, "How to Measure Yourself Against the Best," Harvard Business Review, Vol. 65, No. 1 (January-February, 1987), pp. 8-10; see also: Edward R. Bruning and Edward A. Morash, "Deregulation and the Cost of Equity Capital: The Case of Publicly Held Motor Carriers," Transportation Journal, Vol. 23, No. 2 (Winter 1983), pp. 72-81; and Edward R. Bruning, "An Analysis of the Technical Efficiency of Regulated Motor Carriers," Transportation Research Forum Proceedings, Vol. 21, No. 1 (1980), pp. 209-210.
72. 31 Camp (1989); (1998).
73. 32 Bowersox, Closs, and Stank (1999); Camp (1995); (1989); Tucker, Zivan, and Camp (1987); see also: Bruning and Morash (1983); and Bruning (1980).
74. 32 Bowersox, Closs, and Stank (1999); Camp (1995); (1989); Tucker, Zivan, and Camp (1987); see also: Bruning and Morash (1983); and Bruning (1980).
75. 32 Bowersox, Closs, and Stank (1999); Camp (1995); (1989); Tucker, Zivan, and Camp (1987); see also: Bruning and Morash (1983); and Bruning (1980).
76. 32 Bowersox, Closs, and Stank (1999); Camp (1995); (1989); Tucker, Zivan, and Camp (1987); see also: Bruning and Morash (1983); and Bruning (1980).
77. 32 Bowersox, Closs, and Stank (1999); Camp (1995); (1989); Tucker, Zivan, and Camp (1987); see also: Bruning and Morash (1983); and Bruning (1980).
78. 33 Camp (1995); (1989); (1998); Bowersox, Gloss, and Stank (1999).
79. 33 Camp (1995); (1989); (1998); Bowersox, Gloss, and Stank (1999).
80. 34 Fawcett, Smith, and Cooper (1997), Treacy and Wiersema (1995); (1993); Porter (1980).
81. 34 Fawcett, Smith, and Cooper (1997), Treacy and Wiersema (1995); (1993); Porter (1980).
82. 34 Fawcett, Smith, and Cooper (1997), Treacy and Wiersema (1995); (1993); Porter (1980).
83. 35 Porter (1980), pp. 35-40; Treacy and Wiersema (1995); (1993).
84. 35 Porter (1980), pp. 35-40; Treacy and Wiersema (1995); (1993).
85. 36 Spreng, Harreil, and Mackoy (1995); Diane Halstead, Edward A. Morash, and John Ozment, "Comparing Objective Service Failures and Subjective Complaints: An Investigation of Domino and Halo Effects," Journal of Business Research" Vol. 36, No. 2 (June 1996), pp. 107-115; Mary Jo Bitner, Bernard M. Booms, and Mary S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, Vol. 54, No. 1 (January 1990), pp. 71-84.
86. 36 Spreng, Harreil, and Mackoy (1995); Diane Halstead, Edward A. Morash, and John Ozment, "Comparing Objective Service Failures and Subjective Complaints: An Investigation of Domino and Halo Effects," Journal of Business Research" Vol. 36, No. 2 (June 1996), pp. 107-115; Mary Jo Bitner, Bernard M. Booms, and Mary S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, Vol. 54, No. 1 (January 1990), pp. 71-84.
87. 36 Spreng, Harreil, and Mackoy (1995); Diane Halstead, Edward A. Morash, and John Ozment, "Comparing Objective Service Failures and Subjective Complaints: An Investigation of Domino and Halo Effects," Journal of Business Research" Vol. 36, No. 2 (June 1996), pp. 107-115; Mary Jo Bitner, Bernard M. Booms, and Mary S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, Vol. 54, No. 1 (January 1990), pp. 71-84.
88. 37 James L. Heskett, Earl W. Sasser, Jr., and Christopher W. L. Hart, Service Breakthroughs: Changing the Rules of the Game, (New York: The Free Press, 1990); see, also: Halstead, Morash, and Ozment (1996).
89. 37 James L. Heskett, Earl W. Sasser, Jr., and Christopher W. L. Hart, Service Breakthroughs: Changing the Rules of the Game, (New York: The Free Press, 1990); see, also: Halstead, Morash, and Ozment (1996).
90. 38 Treacy and Wiersema (1995).
91. 39 See, for example: Gooley (1998); Feitzinger (1997); Cooked (1995).
92. 39 See, for example: Gooley (1998); Feitzinger (1997); Cooked (1995).
93. 39 See, for example: Gooley (1998); Feitzinger (1997); Cooked (1995).