Investigating the influence of velocity performance on satisfaction with third party logistics service

Industrial Marketing Management

Volumn 39, Issue 4, 2010, Pages 640-649

  Briggs, Elten ^a   Landry, Timothy D ^b   Daugherty, Patricia J ^c  

^a UNIVERSITY OF TEXAS AT ARLINGTON   (United States)

^b UNIVERSITY OF ALABAMA IN HUNTSVILLE   (United States)

^c UNIVERSITY OF OKLAHOMA   (United States)

Author keywords

3PL; Competitive intensity; Market turbulence; Service satisfaction; Velocity performance

Indexed keywords

EID: 77952958007     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2009.06.004     Document Type: Article

References (73)

1. Anderson R.E. Consumer dissatisfaction: The effect of disconfirmed expectancy on perceived product performance. Journal of Marketing Research 1973, 10(1):38-44.
2. Armstrong J.S., Overton T.S. Estimating nonresponse bias in mail surveys. Journal of Marketing Research 1977, 14(3):396-402.
3. Arnold H.J. Moderator variables: A clarification of conceptual, analytic, and psychometric issues. Organizational Behavior and Human Performance 1982, 29(2):413-474.
4. Bagozzi R.P., Yi Y. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 1988, 16(1):74-94.
5. Bhatnagar R., Viswanathan S. Reengineering global supply chains: alliances between manufacturing and global logistics service providers. International Journal of Physical Distribution & Logistics Management 2000, 30(1):13-34.
6. Boyson S., Corsi T., Dressner M., Rabinovich E. Managing effective third party logistics relationships: What does it take?. Journal of Business Logistics 1999, 20(1):73-100.
7. Churchill G.A., Suprenant C. An investigation into the determinants of satisfaction. Journal of Marketing Research 1982, 19(4):491-504.
8. Daugherty P.J., Richey R.G., Genchev S.E., Chen H. Reverse logistics: Superior performance through focused resource commitments to information technology. Transportation Research Part E 2005, 41:77-92.
9. Daugherty P.J., Stank T.P., Ellinger A.E. Leveraging logistics/distribution capabilities: The effects of logistics service on market share. Journal of Business Logistics 1998, 19(2):35-51.
10. Day G.S., Nedungadi P. Managerial representation of competitive advantage. Journal of Marketing 1994, 58(2):31-44.
11. Diamantopoulos A., Winklhofer H.M. Index construction with formative indicators: An alternative to scale development. Journal of Marketing Research 2001, 38(2):269-277.
12. Dubin R. Theory Building 1978, Free Press, New York, NY.
13. Dwyer R.F., Schurr P.H., Oh S. Developing buyer-seller relationships. Journal of Marketing 1987, 51(2):11-27.
14. Fisher M. What is the right supply chain for your product?. Harvard Business Review. 1997, 75(2):105-116.
15. Flint D.J., Woodruff R.B., Gardial S.F. Customer value change in industrial marketing relationships. Industrial Marketing Management 1997, 26:163-175.
16. Fournier S., Mick D.G. Rediscovering satisfaction. Journal of Marketing 1999, 63(4):5-23.
17. Grewal R., Tansuhaj P. Building organizational capabilities for managing economic crisis: The role of market orientation and strategic flexibility. Journal of Marketing 2001, 65(2):67-80.
18. Hertz S., Alfredsson M. Strategic development of third party logistics providers. Industrial Marketing Management 2003, 32:139-149.
19. Helm S. Designing a formative measure for corporate reputation. Corporate Reputation Review 2005, 8(2):95-109.
20. Hoch S.J., Deighthon J. Managing what consumers learn from experience. Journal of Marketing 1989, 53(2):1-20.
21. Hoffman D. The hierarchy of supply chain metrics. Supply Chain Management Review 2004, 8(6):28-37.
22. Hsee C.K., Abelson R.P. Velocity relation: Satisfaction as a function of the first derivative of outcome over time. Journal of Personality and Social Psychology 1991, 60(3):341-347.
23. Hsee C.K., Abelson R.P., Salovey P. The relative weighting of position and velocity in satisfaction. Psychological Science 1991, 2(4):263-266.
24. Hsee C.K., Salovey P., Abelson R.P. The quasi-acceleration relation: Satisfaction as a function of the change in velocity over time. Journal of Experimental Social Psychology 1994, 30:96-111.
25. Hult G.T.M., Hurley R.F., Knight G.A. Innovativeness: Its antecedents and impact on business performance. Industrial Marketing Management 2004, 33(5):429-438.
26. Innes D.E., La Londe B.J. Customer service: The key to customer satisfaction, customer loyalty, and market share. Journal of Business Logistics 1994, 15(1):1-27.
27. Jarvis C.B., MacKenzie S.B., Podsakoff P.M. A critical review of construct indicators and measurement model mispecification in marketing and consumer research. Journal of Consumer Research 2003, 30(2):199-218.
28. Jaworski B.J., Kohli A.K. Market orientation: Antecedents and consequences. Journal of Marketing 1993, 57(3):53-70.
29. Karney B.R., Frye N.E. But we've been getting better lately: Comparing prospective and retrospective views of relationship development. Journal of Personality and Social Psychology 2002, 82(2):222-238.
30. Kleinbaum D.G., Kupper L., Muller K.E. Applied Regression Analysis and Other Multivariate Methods 1988, PWS-Kent, Boston, MA. 2nd.
31. Knemeyer A.M., Corsi T.M., Murphy P.R. Logistics outsourcing relationships: customer perspectives. Journal of Business Logistics 2003, 24(1):77-109.
32. Knemeyer A.M., Murphy P.R. Exploring the potential impact of relationship characteristics and customer attributed on the outcomes of third-party logistics arrangements. Transportation Journal 2005, 44(1):5-19.
33. Langley C.J., Va Dort E., Morton J., Hoemmken S., Goh A., Zabawa M., Strata R., Riegler M. 2007 third-party logistics: The state of logistics outsourcing 2007, Langley and Capgemini, U.S.
34. Lawrence J.W., Carver C.S., Scheier M.F. Velocity toward goal attainment in immediate experience as a determinant of affect. Journal of Applied Social Psychology 2002, 32(4):788-802.
35. Lieb R., Bentz B.A. The North American third party logistics industry in 2004: the provider CEO perspective. International Journal of Physical Distribution & Logistics Management 2005, 35(8):595-611.
36. Lynch C.F. Why outsource. Supply Chain Management Review 2004, 8(7):44-51.
37. MacCallum R.C., Brown M.W. The use of causal indicators in covariance structure models: Some practical issues. Psychological Bulletin 1993, 1114(3):533-541.
38. Menon A., Jaworski B.J., Kohli A.K. Product quality: Impact of interdependent interactions. Journal of the Academy of Marketing Science 1997, 25(3):187-200.
39. Mentzer J.T., Flint D.J., Hult T.M. Logistics service quality as a segment-customized process. Journal of Marketing 2001, 65(4):82-104.
40. Mitra S., Bagchi P.K. Key success factors, performance metrics, and globalization issues in the third-party logistics (3PL) industry: A Survey of North American Service Provides. Supply Chain Forum: An International Journal 2008, 9(1):42-54.
41. Murphy J.V. Best practices in reverse logistics can ease the pain of product returns. Global Logistics & Supply Chain Strategies 2007, 11(10):38-40. 42-43.
42. Murphy P.R., Poist R.F. Third-party logistics: Some user verses provider perspectives. Journal of Business Logistics 2000, 21(1):121-133.
43. Newton B.F., Langley C.J., Allen G.R. Third Party Logistics Study 1997, Cap Gemini Ernst and Young, Detroit, MI.
44. Nunnaly J.C. Psychometric Theory 1978, McGraw-Hills, Inc, New York, NY. 2nd.
45. Oliver R.L. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research 1980, 12(4):460-469.
46. Oliver R.L., Swan J.E. Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing 1989, 53(2):21-35.
47. Oliver R.L. Satisfaction: A behavioral perspective on the consumer 1997, McGraw-Hill, New York, NY.
48. Oliver R.L. Expectation processes in satisfaction formation. Journal of Service Research 1999, 1(3):196-214.
49. Panayides P.M. Effects of organizational learning in third-party logistics. Journal of Business Logistics 2007, 28(2):133-159.
50. Parasuraman A., Zeithaml V.A., Berry L.L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 1988, 64(1):12-40.
51. Patterson P.G., Johnson L.W., Spreng R.A. Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science 1997, 25(1):4-17.
52. Patterson P.G. A contingency approach to modeling satisfaction with management consultancy services. Journal of Service Research 2000, 3(2):138-153.
53. Power D., Sharafali M., Bhakoo V. Adding value through outsourcing: contribution of 3PL services to customer performance. Management Research News 2007, 30(3):228-235.
54. Quinn J.B. Strategic outsourcing: Leveraging knowledge capabilities. Sloan Management Review 1999, 40(4):9-21.
55. Rogers D.S., Lambert D.M., Croxton K.L., Garcia-Dastugue S.J. The returns management process. International Journal of Logistics Management 2002, 13(2):1-18.
56. Saeed K.A., Malhotra M.K., Grover V. Examining the impact of interorganizational systems on process efficiency and sourcing leverage in buyer-supplier dyads. Decisions Sciences 2005, 36(3):365-396.
57. Sciarrotta T. How Philips reduced returns. Supply Chain Management Review 2003, 7(6):32-38.
58. Selviaridis K., Spring M. Third party logistics: A literature review and research agenda. The International Journal of Logistics Management 2007, 18(1):125-150.
59. Skjoett-Larsen T. Third party logistics - From an interorganizational point of view. International Journal of Physical Distribution & Logistics Management 2000, 30(2):112-127.
60. Spector P.E. Summated Rating Scale Construction 1992, Sage Publications, Newbury City, CA.
61. Spreng R.A., Mackenzie S.B., Olshavsky R.W. A reexamination of the determinants of consumer satisfaction. Journal of Marketing 1996, 60(3):15-32.
62. Stank T.P., Goldsby T.J., Vickery S.K. Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry. Journal of Operations Management 1999, 17(4):429-447.
63. Stank T.P., Goldsby T.J., Vickery S.K., Savitskie K. Logistics service performance: Estimating its influence on market share. Journal of Business Logistics 2003, 24(1):27-56.
64. Stock J.R. The social sciences and logistics: Some suggestions for future exploration. Journal of Marketing Theory and Practice 1996, 4(2):1-25.
65. Stock J.R. Applying theories from other disciplines to logistics. International Journal of Physical Distribution & Logistics 1997, 27(9/10):515-539.
66. Szymanski D.M., Henard D.H. Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science 2001, 29(1):16-35.
67. Tompkins J.A., Simonson S.W., Tompkins B.W., Upchurch B.E. Creating an outsourcing relationship. Supply Chain Management Review 2006, 10(2):52-58.
68. Transport Topics (2007). 3PL revenue tops 110billion [online]<>http://www.ttnews.com/articles/basetemplate.aspx?storyid =17358.
69. Tsiros M., Mittal V., Ross W.T. The role of attributions in customer satisfaction: A reexamination. Journal of Consumer Research 2004, 31(2):476-483.
70. Van Hoek R.I. The purchasing and control of supplementary third party logistics services. The Journal of Supply Chain Management 2000, 36(4):14-26.
71. Vickery S.K., Droge C., Stank T.P., Goldsby T.J., Markland R.E. The performance implications of media richness in a business-to-business service environment: Direct versus indirect effects. Management Science 2004, 50(8):1106-1119.
72. Westbrook R.A., Oliver R.L. Developing better measures of consumer satisfaction: Some preliminary results. Advances in Consumer Research 1981, 8:94-99.
73. Zhang Q., Vonderembse M.A., Lim J.-S. Logistics flexibility and its impact on customer satisfaction. The International Journal of Logistics Management 2005, 16(1):71-95.