메뉴 건너뛰기




Volumn 23, Issue 1, 2002, Pages 39-64

DRIVER RELATIONSHIPS WITH CUSTOMERS AND DRIVER TURNOVER: KEY MEDIATING VARIABLES AFFECTING DRIVER PERFORMANCE IN THE FIELD

Author keywords

[No Author keywords available]

Indexed keywords


EID: 2942674224     PISSN: 07353766     EISSN: 21581592     Source Type: Journal    
DOI: 10.1002/j.2158-1592.2002.tb00015.x     Document Type: Article
Times cited : (64)

References (48)
  • 1
    • 0002694784 scopus 로고
    • “Measurement Models for Response Errors in Surveys: Issues and Applications”
    • K. F. Schessler, ed., San Francisco, CA, Josey-Bass
    • Alwin, Duane F. and David J. Jackson (1979), “Measurement Models for Response Errors in Surveys: Issues and Applications”, in Sociological Methodology, K. F. Schessler, ed., San Francisco, CA: Josey-Bass.
    • (1979) Sociological Methodology
    • Alwin, D.F.1    Jackson, D.J.2
  • 2
    • 41649112685 scopus 로고
    • “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach”
    • Anderson, James C. and David W. Gerbing (1988), “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach”, Psychological Bulletin, Vol. 103 No. 3, pp. 411–423.
    • (1988) Psychological Bulletin , vol.103 , Issue.3 , pp. 411-423
    • Anderson, J.C.1    Gerbing, D.W.2
  • 3
    • 0023020183 scopus 로고
    • “The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations”
    • p
    • Baron, Reuben M. and David A. Kenny (1986), “The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations”, Journal of Personality and Social Psychology, Vol. 51 No. 6, p. 1177.
    • (1986) Journal of Personality and Social Psychology , vol.51 , Issue.6 , pp. 1177
    • Baron, R.M.1    Kenny, D.A.2
  • 4
    • 85077092979 scopus 로고    scopus 로고
    • “NationsWay Closure Sparks Scramble for Carrier's Drivers”
    • May 31, 27
    • Bearth, Daniel P. (1999a), “NationsWay Closure Sparks Scramble for Carrier's Drivers”, Transport Topics, May 31, pp. 1, 27.
    • (1999) Transport Topics , pp. 1
    • Bearth, D.P.1
  • 5
    • 84900528153 scopus 로고    scopus 로고
    • “Barr-Nunn and Maverick Make Pitch for Drivers”
    • August 23, p
    • Bearth, Daniel P. (1999b), “Barr-Nunn and Maverick Make Pitch for Drivers”, Transport Topics, August 23, p. 28.
    • (1999) Transport Topics , pp. 28
    • Bearth, D.P.1
  • 6
    • 0009079799 scopus 로고
    • “Occupational Loyalties Among Truck Drivers”
    • Beilock, Richard and Russell B. Capelle (1990), “Occupational Loyalties Among Truck Drivers”, Transportation Journal, Vol. 29 No. 3, pp. 20–28.
    • (1990) Transportation Journal , vol.29 , Issue.3 , pp. 20-28
    • Beilock, R.1    Capelle, R.B.2
  • 7
    • 0002183869 scopus 로고
    • “The Employee as Customer”
    • Berry, Leonard L. (1981), “The Employee as Customer”, Journal of Retail Banking, Vol. 3 No. 1, pp. 33–40.
    • (1981) Journal of Retail Banking , vol.3 , Issue.1 , pp. 33-40
    • Berry, L.L.1
  • 8
    • 0002662901 scopus 로고
    • “The Strategic Benefits of Logistics Alliances”
    • Bowersox, Donald J. (1990), “The Strategic Benefits of Logistics Alliances”, Harvard Business Review, Vol. 90 No. 4, pp. 36–45.
    • (1990) Harvard Business Review , vol.90 , Issue.4 , pp. 36-45
    • Bowersox, D.J.1
  • 9
    • 85077057573 scopus 로고    scopus 로고
    • 10th Annual State of Logistics Report, Bridgeton, MO, Cass Information Systems, Inc
    • Delaney, Robert V. (1999), “A Look Back in Anger at Logistics Productivity”, 10th Annual State of Logistics Report, Bridgeton, MO: Cass Information Systems, Inc., pp. 16–18.
    • (1999) “A Look Back in Anger at Logistics Productivity” , pp. 16-18
    • Delaney, R.V.1
  • 10
    • 0008989882 scopus 로고    scopus 로고
    • “Managerial Proactivity: Attracting and Retaining the Essential Driver Force”
    • Dobie, Kathryn, James P. Rakowski, and R. Neil Southern (1998a), “Managerial Proactivity: Attracting and Retaining the Essential Driver Force”, Journal of Transportation Law, Logistics and Policy, Vol. 65 No. 2, pp. 149–165.
    • (1998) Journal of Transportation Law, Logistics and Policy , vol.65 , Issue.2 , pp. 149-165
    • Dobie, K.1    Rakowski, J.P.2    Southern, R.N.3
  • 11
    • 22044445766 scopus 로고    scopus 로고
    • “Motor Carrier Road Driver Recruitment in a Time of Shortages: What Are We Doing Now?”
    • Dobie, Kathryn, James P. Rakowski, and R. Neil Southern (1998b), “Motor Carrier Road Driver Recruitment in a Time of Shortages: What Are We Doing Now?” Transportation Journal, Vol. 37, No. 3, pp. 5–12.
    • (1998) Transportation Journal , vol.37 , Issue.3 , pp. 5-12
    • Dobie, K.1    Rakowski, J.P.2    Southern, R.N.3
  • 12
    • 0000009769 scopus 로고
    • “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error”
    • Fornell, Claes and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error”, Journal of Marketing Research, Vol. 18 No. 1, pp. 39–50.
    • (1981) Journal of Marketing Research , vol.18 , Issue.1 , pp. 39-50
    • Fornell, C.1    Larcker, D.F.2
  • 13
    • 0009072599 scopus 로고
    • “Job Satisfaction of Iowa Truck Drivers”
    • Fuller, Nicole P. and Clyde Kenneth Walter (1993), “Job Satisfaction of Iowa Truck Drivers”, Transportation Research Forum, Vol. 33 No. 2, pp. 42–55.
    • (1993) Transportation Research Forum , vol.33 , Issue.2 , pp. 42-55
    • Fuller, N.P.1    Walter, C.K.2
  • 14
    • 0010974055 scopus 로고
    • “Understanding Shipper-Carrier and Shipper-Warehouser Relationships: Partnerships Revisited”
    • Gardner, John T., Martha C. Cooper, and Tom Noordewier (1994), “Understanding Shipper-Carrier and Shipper-Warehouser Relationships: Partnerships Revisited”, Journal of Business Logistics, Vol. 15 No. 2, pp. 121–143.
    • (1994) Journal of Business Logistics , vol.15 , Issue.2 , pp. 121-143
    • Gardner, J.T.1    Cooper, M.C.2    Noordewier, T.3
  • 15
    • 33747372859 scopus 로고
    • “Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Entry Level”
    • George, William R. (1990), “Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Entry Level”, Journal of Business Research, Vol. 20, pp. 63–70.
    • (1990) Journal of Business Research , vol.20 , pp. 63-70
    • George, W.R.1
  • 16
    • 0009025944 scopus 로고
    • “Internal Marketing: The Key to External Marketing Success”
    • Greene, Walter E., Gary D. Walls, and Larry J. Schrest (1994), “Internal Marketing: The Key to External Marketing Success”, Journal of Services Marketing, Vol. 8 No. 4, pp. 5–13.
    • (1994) Journal of Services Marketing , vol.8 , Issue.4 , pp. 5-13
    • Greene, W.E.1    Walls, G.D.2    Schrest, L.J.3
  • 17
    • 0003348625 scopus 로고
    • “Internal Marketing – An Integral Part of Marketing Theory”
    • J. H. Donnelly, W. R. George, eds., Chicago, IL, American Marketing Association
    • Gronroos, Christian (1981), “Internal Marketing – An Integral Part of Marketing Theory”, in Marketing of Services, J. H. Donnelly and W. R. George eds., Chicago, IL: American Marketing Association, pp. 236–238.
    • (1981) Marketing of Services , pp. 236-238
    • Gronroos, C.1
  • 18
    • 0001937314 scopus 로고
    • “Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface”
    • Gronroos, Christian (1990), “Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface” Journal of Business Research, Vol. 20, pp. 3–11.
    • (1990) Journal of Business Research , vol.20 , pp. 3-11
    • Gronroos, C.1
  • 19
    • 0008986540 scopus 로고
    • “The Driver Shortage in Truckload Carriage”
    • Morgan Keegan and Company, Inc., June
    • Guthrie, David M. and John E. Fox (1994), “The Driver Shortage in Truckload Carriage”, Morgan Keegan Research, Morgan Keegan and Company, Inc., June 29 pp. 1–7.
    • (1994) Morgan Keegan Research , pp. 1-7
    • Guthrie, D.M.1    Fox, J.E.2
  • 21
    • 85077033470 scopus 로고    scopus 로고
    • “Dissatisfaction Truckers Cost Sector Billions”
    • 1A, 8A
    • Isidore, Chris (1996), “Dissatisfaction Truckers Cost Sector Billions”, Journal of Commerce, Vol. 407, No. 28,663, pp. 1A, 8A.
    • (1996) Journal of Commerce , vol.407 , Issue.28 , pp. 663
    • Isidore, C.1
  • 22
    • 0009045283 scopus 로고    scopus 로고
    • “Integrating Marketing's Relational Exchange Theory: An Explanation of Performance in the Motor Carrier Industry”
    • Keller, Scott B. and Daniel F. Lynch (1996), “Integrating Marketing's Relational Exchange Theory: An Explanation of Performance in the Motor Carrier Industry”, AMA Summer Educators' Conference, pp. 49–50.
    • (1996) AMA Summer Educators' Conference , pp. 49-50
    • Keller, S.B.1    Lynch, D.F.2
  • 23
    • 0009072601 scopus 로고    scopus 로고
    • “Service Supplier Sensitivity and Responsiveness: An Empirical Modeling Approach to Aid in Relationship Marketing with Internal Customers”
    • Keller, Scott B., Daniel F. Lynch, and John Ozment (1997), “Service Supplier Sensitivity and Responsiveness: An Empirical Modeling Approach to Aid in Relationship Marketing with Internal Customers”, AMA Summer Educators' Conference, pp. 205–206.
    • (1997) AMA Summer Educators' Conference , pp. 205-206
    • Keller, S.B.1    Lynch, D.F.2    Ozment, J.3
  • 24
    • 0037605038 scopus 로고    scopus 로고
    • “Managing Driver Retention: Effects of the Dispatcher”
    • Keller, Scott B. and John Ozment (1999a), “Managing Driver Retention: Effects of the Dispatcher”, Journal of Business Logistics, Vol. 20 No. 2, pp. 97–119.
    • (1999) Journal of Business Logistics , vol.20 , Issue.2 , pp. 97-119
    • Keller, S.B.1    Ozment, J.2
  • 25
    • 0033235293 scopus 로고    scopus 로고
    • “Exploring Dispatcher Characteristics and Their Effect on Driver Retention”
    • Keller, Scott B. and John Ozment (1999b), “Exploring Dispatcher Characteristics and Their Effect on Driver Retention”, Transportation Journal, Vol. 39 No. 1, pp. 20–33.
    • (1999) Transportation Journal , vol.39 , Issue.1 , pp. 20-33
    • Keller, S.B.1    Ozment, J.2
  • 26
  • 27
    • 0009078661 scopus 로고
    • “Truck Driver Recruitment: Some Workable Strategies”
    • Le May, Stephen A. and G. Stephen Taylor (1988), “Truck Driver Recruitment: Some Workable Strategies”, Transportation Journal, Vol. 28 No. 1, pp. 15–22.
    • (1988) Transportation Journal , vol.28 , Issue.1 , pp. 15-22
    • Le May, S.A.1    Taylor, G.S.2
  • 28
    • 21844499668 scopus 로고
    • “Driver Turnover and Management Policy: A Survey of Truckload Irregular Route Motor Carriers”
    • Le May, Stephen A., G. Stephen Taylor, and Gregory B. Turner (1993), “Driver Turnover and Management Policy: A Survey of Truckload Irregular Route Motor Carriers”, Transportation Journal, Vol. 32 No. 2, pp. 15–21.
    • (1993) Transportation Journal , vol.32 , Issue.2 , pp. 15-21
    • Le May, S.A.1    Taylor, G.S.2    Turner, G.B.3
  • 29
    • 21344490332 scopus 로고
    • “Career Stage, Time Spent on the Road, and Truckload Driver Attitudes”
    • McElroy, James C., Julene M. Rodriguez, Gene C. Griffin, Paula C. Morrow, and Michael G. Wilson (1993), “Career Stage, Time Spent on the Road, and Truckload Driver Attitudes”, Transportation Journal, Vol. 33 No. 1, pp. 5–14.
    • (1993) Transportation Journal , vol.33 , Issue.1 , pp. 5-14
    • McElroy, J.C.1    Rodriguez, J.M.2    Griffin, G.C.3    Morrow, P.C.4    Wilson, M.G.5
  • 30
    • 21344475322 scopus 로고
    • “The Commitment-Trust Theory of Relationship Marketing”
    • Morgan, Robert M. and Shelby D. Hunt (1994), “The Commitment-Trust Theory of Relationship Marketing”, Journal of Marketing, Vol. 58 No. 3, pp. 20–38.
    • (1994) Journal of Marketing , vol.58 , Issue.3 , pp. 20-38
    • Morgan, R.M.1    Hunt, S.D.2
  • 31
    • 21844511766 scopus 로고
    • “Trait Aspects of Vanity: Measurement and Relevance to Consumer Behavior”
    • Netemeyer, Richard G., Scot Burton, and Donald R. Lichtenstein (1995), “Trait Aspects of Vanity: Measurement and Relevance to Consumer Behavior”, Journal of Consumer Research, Vol. 21, pp. 612–626.
    • (1995) Journal of Consumer Research , vol.21 , pp. 612-626
    • Netemeyer, R.G.1    Burton, S.2    Lichtenstein, D.R.3
  • 32
    • 0009083920 scopus 로고
    • “Recruiting and the Truck Driver Shortage: Is the Industry Reactive or Proactive?”
    • Rakowski, James P., Neil Southern, and Lynn R. Godwin (1989), “Recruiting and the Truck Driver Shortage: Is the Industry Reactive or Proactive?” Transportation Practitioners Journal, Vol. 56, No. 4, pp. 381–392.
    • (1989) Transportation Practitioners Journal , vol.56 , Issue.4 , pp. 381-392
    • Rakowski, J.P.1    Southern, N.2    Godwin, L.R.3
  • 33
    • 0008990688 scopus 로고    scopus 로고
    • “Life on the Road Driving Truck Drivers Off”
    • March 23, p
    • Ray, Russell (1997), “Life on the Road Driving Truck Drivers Off”, Arkansas Democrat-Gazette, March 23, p. 8.
    • (1997) Arkansas Democrat-Gazette , pp. 8
    • Ray, R.1
  • 34
    • 0008986539 scopus 로고
    • “A Factor-Analytic Logit Approach to Truck Driver Turnover”
    • Richard, Michael D., Stephen A. Le May, and G. Stephen Taylor (1995), “A Factor-Analytic Logit Approach to Truck Driver Turnover”, Journal of Business Logistics, Vol. 16 No. 1, pp. 281–298.
    • (1995) Journal of Business Logistics , vol.16 , Issue.1 , pp. 281-298
    • Richard, M.D.1    Le May, S.A.2    Taylor, G.S.3
  • 35
    • 0009038648 scopus 로고
    • “An Investigation of the Determinants of Extrinsic Job Satisfaction Among Drivers”
    • Richard, Michael D., Stephen A. Le May, G. Stephen Taylor, and Gregory B. Turner (1994a), “An Investigation of the Determinants of Extrinsic Job Satisfaction Among Drivers”, International Journal of Logistics Management, Vol. 5 No. 2, pp. 95–106.
    • (1994) International Journal of Logistics Management , vol.5 , Issue.2 , pp. 95-106
    • Richard, M.D.1    Le May, S.A.2    Taylor, G.S.3    Turner, G.B.4
  • 36
    • 0000362977 scopus 로고
    • “A Canonical Correlation Analysis of Extrinsic Satisfaction in a Transportation Setting”
    • Richard, Michael D., Stephen A. Le May, G. Stephen Taylor, and Gregory B. Turner (1994b), “A Canonical Correlation Analysis of Extrinsic Satisfaction in a Transportation Setting”, Logistics and Transportation Review, Vol. 30 No. 4, pp. 327–338.
    • (1994) Logistics and Transportation Review , vol.30 , Issue.4 , pp. 327-338
    • Richard, M.D.1    Le May, S.A.2    Taylor, G.S.3    Turner, G.B.4
  • 37
    • 0009077543 scopus 로고
    • “The Determinants of Job Satisfaction of Professional Drivers”
    • Rodriguez, Julene M. and Gene C. Griffin (1990), “The Determinants of Job Satisfaction of Professional Drivers”, Transportation Research Forum, Vol. 30 No. 2, pp. 453–464.
    • (1990) Transportation Research Forum , vol.30 , Issue.2 , pp. 453-464
    • Rodriguez, J.M.1    Griffin, G.C.2
  • 38
    • 0005707847 scopus 로고
    • “Warehousing Firms: The Impact of Alliance Involvement”
    • Rogers, Dale and Patricia J. Daugherty (1995), “Warehousing Firms: The Impact of Alliance Involvement”, Journal of Business Logistics, Vol. 16 No. 2, pp. 249–269.
    • (1995) Journal of Business Logistics , vol.16 , Issue.2 , pp. 249-269
    • Rogers, D.1    Daugherty, P.J.2
  • 39
    • 0009045282 scopus 로고
    • “Logistics: Where Do We Go From Here?”
    • Ruriani, Deborah C. (1995), “Logistics: Where Do We Go From Here?” Inbound Logistics, Vol. 15, No. 8, pp. 30–33.
    • (1995) Inbound Logistics , vol.15 , Issue.8 , pp. 30-33
    • Ruriani, D.C.1
  • 40
    • 0009046219 scopus 로고
    • “Motor Carrier Road Driver Recruitment in a Time of Shortages”
    • Southern, R. Neil, James P. Rakowski, and Lynn R. Godwin (1989), “Motor Carrier Road Driver Recruitment in a Time of Shortages”, Transportation Journal, Vol. 28 No. 4, pp. 42–48.
    • (1989) Transportation Journal , vol.28 , Issue.4 , pp. 42-48
    • Southern, R.N.1    Rakowski, J.P.2    Godwin, L.R.3
  • 41
    • 85077052220 scopus 로고    scopus 로고
    • “Hunt to Convert Fleet to Conventional Cabs”
    • August 30, 45
    • Spillenger, Paul (1999), “Hunt to Convert Fleet to Conventional Cabs”, Transport Topics, August 30, pp. 1, 45.
    • (1999) Transport Topics , pp. 1
    • Spillenger, P.1
  • 42
    • 0030504403 scopus 로고    scopus 로고
    • “Driver Retention Solutions: Strategies for For-Hire Truckload (TL) Employee Drivers”
    • Stephenson, Frederick J. and Richard J. Fox (1996), “Driver Retention Solutions: Strategies for For-Hire Truckload (TL) Employee Drivers”, Transportation Journal, Vol. 35 No. 4, pp. 12–25.
    • (1996) Transportation Journal , vol.35 , Issue.4 , pp. 12-25
    • Stephenson, F.J.1    Fox, R.J.2
  • 43
    • 85077053766 scopus 로고    scopus 로고
    • “Appreciating Drivers”
    • August 23, 10
    • Strah, Thomas M. (1999), “Appreciating Drivers”, Transport Topics, August 23, pp. 1, 10.
    • (1999) Transport Topics , pp. 1
    • Strah, T.M.1
  • 44
    • 0008994337 scopus 로고
    • “Using Performance Appraisals of Dispatchers to Reduce Driver Turnover”
    • Taylor, G. Stephen (1991), “Using Performance Appraisals of Dispatchers to Reduce Driver Turnover”, Transportation Journal, Vol. 30 No. 4, pp. 49–55.
    • (1991) Transportation Journal , vol.30 , Issue.4 , pp. 49-55
    • Taylor1    Stephen, G.2
  • 45
    • 0009079801 scopus 로고
    • “Realistic Job Previews in the Trucking Industry”
    • Taylor, G. Stephen (1994), “Realistic Job Previews in the Trucking Industry”, Journal of Managerial Issues, Vol. 6 No. 4, pp. 457–473.
    • (1994) Journal of Managerial Issues , vol.6 , Issue.4 , pp. 457-473
    • Taylor1    Stephen, G.2
  • 46
    • 0009035554 scopus 로고
    • “A Causal Relationship Between Recruiting Techniques and Driver Turnover in the Truckload Sector”
    • Taylor, G. Stephen and Stephen A. Le May (1991), “A Causal Relationship Between Recruiting Techniques and Driver Turnover in the Truckload Sector”, Transportation Practitioners Journal, Vol. 59 No. 1, pp. 56–66.
    • (1991) Transportation Practitioners Journal , vol.59 , Issue.1 , pp. 56-66
    • Taylor1    Stephen, G.2    Le May, S.A.3
  • 47
    • 0009042493 scopus 로고    scopus 로고
    • “Truck Driver Turnover: An Internal Marketing Perspective”
    • Taylor, Susan L. and Robert M. Cosenza (1998), “Truck Driver Turnover: An Internal Marketing Perspective”, Journal of Transportation Management, Vol. 10, pp. 20–32.
    • (1998) Journal of Transportation Management , vol.10 , pp. 20-32
    • Taylor, S.L.1    Cosenza, R.M.2
  • 48
    • 85077035633 scopus 로고    scopus 로고
    • August 11, p
    • “The Transport Topics 100 Largest U.S. Trucking Companies in 1996” (1997) Transport Topics, August 11, p. 18.
    • (1997) Transport Topics , pp. 18


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.