Innovation in logistics outsourcing relationships: Proactive improvement by logistics service providers as a driver of customer loyalty

Journal of Supply Chain Management

Volumn 45, Issue 2, 2009, Pages 75-93

  Wallenburg, Carl Marcus ^a  

^a WHU OTTO BEISHEIM SCHOOL OF MANAGEMENT   (Germany)

Author keywords

Business to business marketing; Distribution and logistics; Outsourcing (make or buy); Structural equation modeling; Survey methods; Transportation

Indexed keywords

EID: 63349084287     PISSN: 15232409     EISSN: 1745493X     Source Type: Journal    
DOI: 10.1111/j.1745-493X.2009.03164.x     Document Type: Article

References (97)

1. Aaker, D.A. "Measuring Brand Equity Across Products and Markets," California Management Review, (38:3), 1996, pp. 102-120.
2. Anderson, J.C. and D.W. Gerbing. "Structural Equation Modeling in Practice: A Review of the Two-Step Approach," Pychological Bulletin, (103:3), 1988, pp. 411-423.
3. Anderson, J.C., D.W. Gerbing and J.E. Hunter. "On the Assessment of Unidimensional Measurement: Internal and External Consistency, and Overall Consistency Criteria," Journal of Marketing Research, (24:4), 1987, pp. 432-437.
4. Armstrong, J.S. and T.S. Overton. "Estimating Non-Response Bias in Mail Surveys," Journal of Marketing Research, (14:3), 1977, pp. 396-402.
5. Bagozzi, R.P. and H. Baumgartner. "The Evaluation of Structural Equation Models and Hypothesis Testing." In R.P. Bagozzi (Ed.), Principles of Marketing Research, Blackwell, Malden, MA, 1994, pp. 386-422.
6. Bagozzi, R.P. and Y. Yi. "On the Evaluation of Structural Equation Models," Journal of the Academy of Marketing Science, (16:1), 1988, pp. 74-94.
7. Bagozzi, R.P., Y. Yi and W.P. Lynn. "Assessing Construct Validity in Organizational Research," Administrative Science Quarterly, (36), 1991, pp. 421-458.
8. Baumgartner, H. and J.-B. Steenkamp. "An Extended Paradigm for Measurement Analysis of Marketing Constructs Applicable to Panel Data," Journal of Marketing Research, (43:3), 2006, pp. 431-442.
9. Bhatnagar, R. and S. Viswanathan. "Alliances between Manufacturing Firms and Global Logistics Service Providers," International Journal of Physical Distribution & Logistics Management, (30:1), 2000, pp. 13-34.
10. Boyd, B.K. and J. Fulk. "Executive Scanning and Perceived Uncertainty: A Multidimensional Model," Journal of Management, (22:1), 1996, pp. 1-21.
11. Cahill, D.L. Customer Loyalty in Third Party Logistics Relationships: Findings from Studies in Germany and the USA, Physica, Heidelberg, Germany, 2006.
12. Carmines, E.G. and J.P. McIver. "Analyzing Models with Unobserved Variables." In G.W. Bohrnstedt and E.F. Borgatta (Eds.), Social Measurement: Current Issues, Sage, Beverly Hills, CA, 1981.
13. Caruana, A. "Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction," European Journal of Marketing, (36:7/8), 2000, pp. 811-828.
14. Chandrashekaran, M., K. Rotte, S.S. Tax and R. Grewal. "Satisfaction Strength and Customer Loyalty," Journal of Marketing Research, (44:1), 2007, pp. 153-163.
15. Chiou, J.-S., C. Droge and S. Hanvanich. "Does Customer Knowledge Affect How Loyalty Is Formed?," Journal of Service Research, (5:2), 2002, pp. 113-124.
16. Chitturi, R., R. Raghunathan and V. Mahajan. "Delight by Design: The Role of Hedonic Versus Utilitarian Benefits," Journal of Marketing, (72:3), 2008, pp. 48-63.
17. Christopher, M. Logistics and Supply Chain Management, 3rd ed., FT Prentice Hall, Harlow, UK, 2005.
18. Cohen, J., P. Cohen, S.G. West and L.S. Aiken. Applied Multiple Regression: Correlation Analysis for the Behavioral Sciences, Lawrence Erlbaum Associates, Mahwah, NJ, 2003.
19. Cooil, B., T. Keiningham, L. Aksoy and M.A. Hsu. "Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics," Journal of Marketing, (71:1), 2007, pp. 67-83.
20. Cote, J.A. and M.R. Buckley. "Estimating Trait, Method, and Error Variance: Generalizing Across 70 Construct Validation Studies," Journal of Marketing Research, (24:3), 1987, pp. 315-318.
21. Cycyota, C.S. and D.A. Harrison. "What (Not) to Expect When Surveying Executives: A Meta-Analysis of Top Manager Response Rates and Techniques Over Time," Organizational Research Methods, (9:2), 2006, pp. 133-160.
22. Datamonitor, State of the Industry - Logistics, New York, NY, 2008.
23. Dean, M.A. "The Impact of the Customer Orientation of Call Center Employees on Customers' Affective Commitment and Loyalty," Journal of Service Research, (10:2), 2007, pp. 161-173.
24. 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.
25. de Jong, A. and K. de Ruyter. "Adaptive Versus Proactive Behavior in Service Recovery: The Role of Self-Managing Teams," Decision Sciences, (35:3), 2004, pp. 457-491.
26. Dempster, A.P., N.M. Laird and D.B. Rubin. "Maximum Likelihood from Incomplete Data via the EM Algorithm," Journal of the Royal Statistical Society. Series B (Methodological), (39:1), 1977, pp. 1-38.
27. Denis, D.J. "Alternatives to Null Hypothesis Significance Testing,"Theory & Science, (4:1), 2003, available at http://theoryandscience.icaap.org/content/vol4.1/02_denis.html.
28. Dess, G.G. and D.W. Beard. "Dimensions of Organizational Task Environments," Administrative Science Quarterly, (29), 1984, pp. 52-72.
29. Durvasula, S., J.C. Andrews, S. Lysonski and R.G. Netemeyer. "Assessing the Cross-National Applicability of Consumer Behavior Models: A Model of Attitude Toward Advertising in General," Journal of Consumer Research, (19:4), 1993, pp. 626-636.
30. Evanschitzky, H. and M. Wunderlich. "An Examination of Moderator Effects in the Four-Stage Loyalty Model," Journal of Service Research, (8:4), 2006, pp. 330-345.
31. Flint, D.J., E. Larsson and B. Gammelgaard. "Exploring Processes for Customer Value Insights, Supply Chain Learning and Innovation: An International Study," Journal of Business Logistics, (29:1), 2008, pp. 257-281.
32. Flint, D.J., E. Larsson, B. Gammelgaard and J.T. Mentzer. "Logistics Innovation: A Customer Value-Oriented Social Process," Journal of Business Logistics, (26:1), 2005, pp. 113-147.
33. Fornell, C. "A National Customer Satisfaction Barometer: The Swedish Experience," Journal of Marketing, (56:1), 1992, pp. 6-21.
34. Fournier, S. and J.L. Yao. "Reviving Brand Loyalty: A Reconceptualization within the Framework of Consumer - Brand Relationships," International Journal of Research in Marketing, (14:5), 1997, pp. 451-472.
35. Garver, M.S. and J.T. Mentzer. "Logistics Research Methods: Employing Structural Equation Modeling to Test for Construct Validity," Journal of Business Logistics, (20:1), 1999, pp. 33-57.
36. Griffis, S.E., T.J. Goldsby and M.C. Cooper. "Web-Based and Mail Surveys: A Comparison of Response, Data and Cost," Journal of Business Logistics, (24:2), 2003, pp. 237-258.
37. Hair, J.H. Jr., R.E. Anderson, R.L. Tatham and W.C. Black. Multivariate Data Analysis, Prentice-Hall, Englewood Cliffs, NJ, 1995.
38. Heitmann, M., D.R. Lehmann and A. Herrmann. "Choice Goal Attainment and Decision and Consumption Satisfaction," Journal of Marketing Research, (44:2), 2007, pp. 234-250.
39. Hofstede, G. Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations Across Nations, Sage, Thousand Oaks, CA, 2001.
40. 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.
41. Hu, L.-T. and P.M. Bentler. "Evaluating Model Fit." In R.H. Hoyle (Ed.), Structural Equation Modeling: Concepts, Issues, and Applications, Sage Publications, Thousand Oaks, CA, 1995, pp. 76-99.
42. Innis, D.E. and B.J. La Londe. "Customer Service: The Key to Customer Satisfaction, Customer Loyalty, and Market Share," Journal of Business Logistics, (15:1), 1994, pp. 1-27.
43. Johnson, M.D., A. Herrmann and F. Huber. "The Evolution of Loyalty Intentions," Journal of Marketing, (70:2), 2006, pp. 122-132.
44. 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.
45. Knemeyer, A.M., T.M. Corsi and P.R. Murphy. "Logistics Outsourcing Relationships: Customer Perspectives," Journal of Business Logistics, (24:1), 2003, pp. 77-109.
46. 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.
47. Kydd, A. "Trust, Reassurance and Cooperation," International Organization, (54:2), 2000, pp. 325-357.
48. Lambe, C.J., C.M. Wittmann and R.E. Spekman. "Social Exchange Theory and Research on Business-to-Business Relational Exchange," Journal of Business-to-Business Marketing, (8:3), 2001, pp. 1-36.
49. Langley, 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.
50. Larson, P.D. and R.F. Poist. "Improving Response Rates to Mail Surveys: A Research Note," Transportation Journal, (43:4), 2004, pp. 67-74.
51. Lieb, R.C. and B.A. Bentz. "The Use of Third-Party Logistics Services by Large American Manufactures: The 2003 Survey," Transportation Journal, (43:3), 2004, pp. 24-33.
52. Lieb, R.C. and J. Miller. "The Use of Third-Party Logistics Services by Large US Manufacturers, The 2000 Survey," International Journal of Logistics: Research & Applications, (5:1), 2002, pp. 1-12.
53. Lindell, M.K. and D.J. Whitney. "Accounting for Common Method Variance in Cross-Sectional Research Design," Journal of Applied Psychology, (86:1), 2001, pp. 114-121.
54. Malhotra, N.K., S.S. Kim and A. Patil. "Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research," Management Science, (52:12), 2006, pp. 1865-1883.
55. Maloni, M.J. and C.R. Carter. "Opportunities for Research in Third-Party Logistics," Transportation Journal, (45:2), 2006, pp. 23-38.
56. Mehta, R. and E. Sivadas. "Comparing Response Rates and Response Content in Mail Versus Electronic Mail Surveys," Journal of the Market Research Society, (37:4), 1995, pp. 429-439.
57. Mentzer, J.T. and B.P. Konrad. "An Efficiency/Effectiveness Approach to Logistics Performance Analysis," Journal of Business Logistics, (12:1), 1991, pp. 33-61.
58. Mentzer, J.T., S. Min and L.M. Bobbitt. "Toward a Unified Theory of Logistics," International Journal of Physical Distribution & Logistics Management, (34:8), 2004, pp. 606-627.
59. Murphy, P.R. and D.F. Wood. Contemporary Logistics, 8th ed., Pearson Prentice Hall, Upper Saddle River, NJ, 2004.
60. 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.
61. Peters, M.J., R.C. Lieb and H.L. Randall. "The Use of Third-Party Logistics Services by European Industry," Transport Logistics, (1:3), 1998, pp. 167-179
62. Podsakoff, P.M., S.B. MacKenzie, J.-Y. Lee and N.P. Podsakoff. "Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommened Remedies," Journal of Applied Psychology, (88:5), 2003, pp. 879-903.
63. Porter, M.E. Competitive Advantage, The Free Press, New York, 1985.
64. Price, L. and E.J. Arnould. "Commercial Friendships: Service Provider-Client Relationships in Context," Journal of Marketing, (63:4), 1999, pp. 38-56.
65. Raimondo, M.A., N.M. Gaetano and M. Costabile. "How Relationship Age Moderates Loyalty Formation: The Increasing Effect of Relational Equity on Customer Loyalty," Journal of Service Research, (11:2), 2008, pp. 142-160.
66. Rindfleisch, A. and J.B. Heide. "Transaction Cost Analysis: Past, Present, and Future Applications," Journal of Marketing, (61:4), 1997, pp. 30-54.
67. Rogers, E. Diffusion of Innovations, 5th ed., The Free Press, New York, 2003.
68. Rundle-Thiele, S. and M.M. Mackay. "Assessing the Performance of Brand Loyalty Measures," Journal of Service Marketing, (15:7), 2001, pp. 529-546.
69. Schramm-Klein, H. and D. Morschett. "The Relationship between Marketing Performance, Logistics Performance and Company Performance for Retail Companies," International Review of Retail, Distribution and Consumer Research, (16:2), 2006, pp. 277-296.
70. Schumpeter, J.A. The Theory of Economic Development, Harvard University Press, Cambridge, MA, 1934.
71. Skjoett-Larsen, T. "Third Party Logistics -From An Interorganizational Point of View," International Journal of Physical Distribution & Logistics Management, (30:2), 2000, pp. 112-127.
72. Smith, J.B. and D.W. Barclay. "The Effects of Organizational Differences and Trust on the Effectiveness of Selling Partner Relationships," Journal of Marketing, (61:1), 1997, pp. 3-21.
73. Söderlund, M. "Measuring Customer Loyalty with Multi-Item Scales: A Case for Caution," International Journal of Service Industry Management, (17:1), 2006, pp. 76-98.
74. Stahl, H.K., K. Matzler and H.H. Hinterhuber. "Linking Customer Lifetime Value with Shareholder Value," Industrial Marketing Management, (32:4), 2003, pp. 267-280.
75. Stainer, A. "Logistics - A Productivity and Performance Perspective," Supply Chain Management: An International Journal, (2:2), 1997, pp. 53-62.
76. 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.
77. Stone, M., N. Woodcock and M. Wilson. "Managing the Change from Marketing Planning to Customer Relationship Management," Long Range Planning, (29:5), 1996, pp. 675-683.
78. Thelen, S.T. and E.D. Honeycutt. "Assessing National Identity in Russia Between Generations Using the National Identity Scale," Journal of International Marketing, (12:2), 2004, pp. 58-81.
79. Thibaut, J.W. and H.H. Kelley. The Social Psychology of Groups, Wiley, New York, 1959.
80. Tirole, J. "Incomplete Contracts: Where Do We Stand?," Econometrica, (67:4), 1999, pp. 741-781.
81. van Laarhoven, P., M. Berglund and M. Peters. "Third-Pary Logistics in Europe: Five Years Later," International Journal of Physical Distribution & Logistics Management, (20:5), 2000, pp. 425-442.
82. Vogel, V., H. Evanschitzky and B. Ramaseshan. "Customer Equity Drivers and Future Sales," Journal of Marketing, (72:6), 2008, pp. 98-108.
83. Wagner, S.M. "Innovation Management in the German Transportation Industry," Journal of Business Logistics, (29:2), 2008, pp. 215-231.
84. Wallenburg, C.M. and J. Weber. "Structural Equation Modelling as a Basis for Theory Development within Logistics and Supply Chain Management Research." In H. Kotzab, S. Seuring, M. Müller and G. Reiner (Eds.), Research Methodologies in Supply Chain Management, Physica, Heidelberg, 2005, pp. 171-186.
85. Williamson, O.E. The Economic Institutions of Capitalism: Firms, Markets, Relational Contracting, Free Press, New York, 1985.
86. Williamson, O.E. "Comparative Economic Organization: The Analysis of Discrete Structural Alternatives," Administrative Science Quarterly, (36:2), 1991, pp. 269-296.
87. Williamson, O.E. "Calculativeness, Trust, and Economic Organization," Journal of Law & Economics, (36:1), 1993, pp. 453-486.
88. Williamson, O.E. "Strategy Research: Governance and Competence Perspectives," Strategic Management Journal, (20:12), 1999, pp. 1087-1108.
89. Williamson, O.E. "Why Law, Economics, and Organization?," Annual Review of Law and Social Science, (1), 2005, pp. 369-396.
90. Williamson, O.E. "Outsourcing: Transaction Cost Economics and Supply Chain Management," Journal of Supply Chain Management, (44:2), 2008, pp. 5-16.
91. Wisner, J.D. "A Structural Equation Model of Supply Chain Management Strategies and Firm Performance," Journal of Business Logistics, (24:1), 2003, pp. 1-26.
92. Woodruff, R.B. and D.J. Flint. "Research on Business-to- Business Customer Value and Satisfaction," Advances in Business Marketing and Purchasing, (12), 2003, pp. 515-547.
93. Woodruff, R.B. and S.F. Gardial. Know Your Customer: New Approaches to Customer Value and Satisfaction, Blackwell Publishers, Cambridge, MA, 1996.
94. Wuyts, S. and I. Geyskens. "The Formation of Buyer-Supplier Relationships: Detailed Contract Drafting and Close Partner Selection," Journal of Marketing, (69:4), 2005, pp. 103-117.
95. Yim, C.K.B., D.K. Tse and K.W. Chan. "Strengthening Customer Loyalty Through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relationships in Services," Journal of Marketing Research, (45:6), 2008, pp. 741-756.
96. Zeithaml, V.A. "Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn," Journal of the Academy of Marketing Science, (28:1), 2000, pp. 67-85.
97. Zhang, J. and J.M.M. Bloemer. "The Impact of Value Congruence on Consumer-Service Brand Relationships," Journal of Service Research, (11:2), 2008, p. 161.