A STEP TOWARD DEFINING A CUSTOMER-CENTRIC TAXONOMY FOR MANAGING LOGISTICS PERSONNEL

Journal of Business Logistics

Volumn 31, Issue 2, 2010, Pages 195-214

  Keller, Scott B ^a   Voss, M Douglas “Doug” ^b   Ozment, John ^c  

^a UNIVERSITY OF WEST FLORIDA   (United States)

^b UNIVERSITY OF CENTRAL ARKANSAS   (United States)

^c UNIVERSITY OF ARKANSAS   (United States)

Author keywords

Coaching; Frontline employees; Internal customer orientation; Logistics personnel; Management; Supervising

Indexed keywords

EID: 84055180700     PISSN: 07353766     EISSN: 21581592     Source Type: Journal    
DOI: 10.1002/j.2158-1592.2010.tb00148.x     Document Type: Article

References (64)

1. 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, pp. 68–119.
2. 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.
3. Ballantyne, David (1997), “Internal Networks for Internal Marketing,” Journal of Marketing Management, Vol. 13, No. 5, pp. 343–366.
4. Ballantyne, David (2000), “Reframing Internal Marketing for Relationship Marketing,” Proceedings of the AMA International Marketing Educators' Conference: Marketing in a Global Economy, Buenos Aires, Argentina (June 28-July 1), pp. 1–12.
5. Berry, Leonard L. (1981), “The Employee as Customer,” Journal of Retail Banking, Vol. 3, No. 1, pp. 33–40.
6. Berry, Leonard L. (1983), “Relationship Marketing,” in Emerging Perspectives on Services Marketing, Leonard L. Berry, G. Lynn Shostack, and Gregory D. Upah (eds.), Chicago, IL: American Marketing Association, p. 146.
7. Berry, Leonard L. (2002), “Relationship Marketing of Services—Perspectives from 1983 and 2000,” Journal of Relationship Marketing, Vol. 1, No. 1, pp. 59–70.
8. Berry, Leonard L. (1980), “Services Marketing is Different,” Business, Vol. 30, No. 3, pp. 24–29.
9. Berry, Leonard L., Jeffrey S. Conant, and A. Parasuraman (1991), “A Framework for Conducting a Services Marketing Audit,” Journal of the Academy of Marketing Science, Vol. 19, No. 3, pp. 255–268.
10. Brooks, Roger F., Ian N. Lings, and Martina A. Botschen (1999), “Internal Marketing and Customer Driven Wavefronts,” The Service Industries Journal, Vol. 19, No. 4, pp. 49–67.
11. Chebat, Jean and Paul Kollias (2000), “The Impact of Empowerment on Customer Contact Employees' Roles in Service Organizations,” Journal of Services Research, Vol. 3, No. 1, pp. 66–81.
12. Churchill, Gilbert A., Jr. (1979), “A Paradigm for Developing Better Measures of Marketing Constructs,” Journal of Marketing Research, Vol. 16, No. 1, pp. 64–73.
13. Conduit, Jodie and Felix T. Mavondo (2001), “How Critical is Internal Customer Orientation to Market Orientation? Journal of Business Research, Vol. 51, No. 1, pp. 11–24.
14. Costa, Paul T., Jr. and Robert R. McCrae (1992), NEO P1-R Professional Manual, Odessa, FL: Psychological Assessment Resources.
15. Cronbach, Lee J. (1951), “Coefficient Alpha and the Internal Structure of Tests,” Psychometrika, Vol. 16, No. 3, pp. 297–334.
16. Dunn, Steven C, Robert F. Seaker, and Matthew A. Waller (1994), “Latent Variables in Business Logistics Research: Scale Development and Validation,” Journal of Business Logistics, Vol. 15, No. 2, pp. 145–172.
17. Ellinger, Alexander E., Andrea D. Ellinger, and Scott B. Keller (2005), “Supervisory Coaching in a Logistics Context,” International Journal of Physical Distribution and Logistics Management, Vol. 35, No. 9, pp. 620–636.
18. Elmadaǧ, Ayşe Banu, Alexander E. Ellinger, and George R. Franke (2008), “Antecedents and Consequences of Frontline Service Employee Commitment to Service Quality,” Journal of Marketing Theory and Practice, Vol. 16, No. 2, pp. 95–110.
19. Finn, David W., Julie Baker, Greg W Marshall, and Roy Anderson (1996), “Total Quality Management and Internal Customers: Measuring Internal Service Quality,” Journal of Marketing Theory and Practice, Vol. 4, No. 3, pp. 36–51.
20. Foreman, Susan K. and Arthur H. Money (1995), “Internal Marketing: Concepts, Measurement and Application,” Journal of Marketing Management, Vol. 11, No. 8, pp. 755–768.
21. 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.
22. Gaski, John F. and John Nevin (1985), “The Differential Effects of Exercised and Unexercised Power Sources in a Marketing Channel,” Journal of Marketing Research, Vol. 48, No. 3, pp. 9–29.
23. George, William R. (1990), “Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level,” Journal of Business Research, Vol. 20, No. 1, pp. 63–70.
24. Gerbing, David W. and James C. Anderson (1988), “An Updated Paradigm for Scale Development Incorporating Unidimensionality and its Assessment,” Journal of Marketing Research, Vol. 25, No. 2, pp. 186–192.
25. Grönroos, Christian (1994), “From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing,” Management Decision, Vol. 32, No. 2, pp. 4–20.
26. Grönroos, Christian (1981), “Internal Marketing—An Integral Part of Marketing Theory,” in Marketing of Services, James H. Donnelly and William R. George (eds.), Chicago, IL: American Marketing Association, pp. 236–238.
27. Grönroos, Christian (1983), “Service Marketing: Theory and Practice,” in Strategic Management and Marketing in the Service Sector, Cambridge, MA: Marketing Science Institute, Report No. 83–104, Chapter 2, pp. 6–14.
28. Gummesson, Evert (1987), “Using Internal Marketing to Create a New Culture: The Case of Ericsson Quality,” Journal of Business and Industrial Marketing, Vol. 2, No. 3, pp. 23–28.
29. Hair, Joseph F., Rolph E. Anderson, Ronald L. Tatham, and William C. Black (1995), Multivariate Data Analysis, Englewood Cliffs, NJ: Prentice Hall.
30. Hartline, Michael D. and O. C. Ferrell (1996), “The Management of Customer-Contact Service Employees: An Empirical Investigation,” Journal of Marketing, Vol. 60, No. 4, pp. 52–70.
31. Hartline, Michael D., James G. Maxham III, and Daryl O. McKee (2000), “Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees,” Journal of Marketing, Vol. 64, No. 2, pp. 35–50.
32. Hauser, John R., Duncan I. Simester, and Birger Wernerfelt (1996), “Internal Customers and Internal Suppliers,” Journal of Marketing Research, Vol. 33, No. 3, pp. 268–280.
33. Hill, Jennifer (2005), “In Training: Effective Training is the Path to Happier, Long-Term Employees,” WERC Sheet, Vol. 28, No. 5, pp. 6–7.
34. Hirshman, Albert O. (1970), Exit, Voice, & Loyalty, Cambridge, MA: Harvard University Press.
35. Kator, Corinne (2007), “Summit Sets Industry Priorities,” Modern Materials Handling, Vol. 62, No. 8, pp. 12–14.
36. Keller, Scott B., Daniel F. Lynch, Alexander E. Ellinger, John Ozment, and Roger Calantone (2006), “The Impact of Internal Marketing Efforts in Distribution Service Operations,” Journal of Business Logistics, Vol. 27, No. 1, pp. 109–137.
37. Kennedy, Karen N., Felicia G. Lassk, and Jerry R. Goolsby (2002), “Customer Mind-Set of Employees Throughout the Organization,” Journal of the Academy of Marketing Science, Vol. 30, No. 2, pp. 159–171.
38. LeMay, Stephen A., Jon C. Carr, Jeffery A. Periatt, Roger D. McMahon, and Kara A. Keller (1999), The Growth and Development of Logistics Personnel, Oak Brook, IL: Council of Logistics Management.
39. Lings, Ian N. (2000), “Internal Marketing and Supply Chain Management,” Journal of Services Marketing, Vol. 14, No. 1, pp. 27–43.
40. Lings, Ian N. (1999), “Managing Service Quality With Internal Marketing Schematics,” Long Range Planning, Vol. 32 (August), pp. 452–463.
41. Lynch, Clifford F. (2005), Logistics Outsourcing: A Management Guide, Memphis, TN: CFL Publishing.
42. Manrodt, Karl B. and Kate L. Vitasek (2005), “DC Measures,” WERC Watch, Summer, pp. 1–11.
43. McCarthy, E. Jerome (1960), Basic Marketing: A Managerial Approach, Homewood, IL: Richard D. Irwin.
44. Moncrief, William C. (1986), “Selling Activity and Sales Position Taxonomies for Industrial Salesforces,” Journal of Marketing Research, Vol. 23, No. 3, pp. 261–270.
45. 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, No. 4, pp. 612–626.
46. rd ed., New York: McGraw-Hill.
47. Periatt, Jeffery A., Subhra Chakrabarty, and Stephen A. LeMay (2007), “Using Personality Traits to Select Customer-Oriented Logistics Personnel,” Transportation Journal, Vol. 46, No. 1, pp. 22–37.
48. Phillips, Lynn W. (1981), “Assessing Measurement Error in Key Informant Reports: A Methodological Note on Organizational Analysis in Marketing,” Journal of Marketing Research, Vol. 18, No. 4, pp. 395–415.
49. Piercy, Nigel and Neil Morgan (1991), “Internal Marketing-The Missing Half of the Marketing Programme,” Long Range Planning, Vol. 24, No. 2, pp. 82–93.
50. Pitt, Leyland F. and Susan K. Foreman (1999), “Internal Marketing Role in Organizations: A Transaction Cost Perspective,” Journal of Business Research, Vol. 44, No. 1, pp. 25–36.
51. Punj, Girish and David W. Stewart (1983), “Cluster Analysis in Marketing Research: Review and Suggestions for Applications,” Journal of Marketing Research, Vol. 20, No. 2, pp. 134–147.
52. Quester, Pascale G. and Amanda Kelly (1999), “Internal Marketing Practices in the Australian Financial Sector: An Exploratory Study,” Journal of Applied Management Studies, Vol. 8, No. 2, pp. 217–229.
53. Rafiq, Mohammed and Pervaiz K. Ahmed (1993), “The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management,” Journal of Marketing Management, Vol. 9, No. 3, pp. 219–232.
54. Richey, R. Glenn and Daniel G. Bachrach (2004), “A Pragmatic Approach to Quality Improvement,” Supply Chain Management Review, Vol. 8, No. 4, pp. 24–31.
55. Richey, R. Glenn, Mert Tokman, and Anthony R. Wheeler (2006), “A Supply Chain Manager Selection Methodology: Empirical Test and Suggested Application,” Journal of Business Logistics, Vol. 27, No. 2, pp. 163–190.
56. Sasser, W. Earl and Stephen P. Arbeit (1976), “Selling Jobs in the Service Sector,” Business Horizons, Vol. 19, No. 3, pp. 61–65.
57. Saxe, Robert and Barton A. Weitz (1982), “The SOCO Scale: A Measure of the Customer Orientation of Salespeople,” Journal of Marketing Research, Vol. 19, No. 2, pp. 343–351.
58. Singh, Jagdip (2000), “Performance Productivity and Quality of Frontline Employees in Service Organizations,” Journal of Marketing, Vol. 64, No 2, pp. 15–34.
59. Slone, Reuben E., John T. Mentzer, and J. Paul Dittman (2007), “Are You the Weakest Link in Your Company's Supply Chain? Harvard Business Review, Vol. 85, No. 9, pp. 116–127.
60. Tansuhaj, Patriya, Donna Randall, and Jim McCullough (1991), “Applying the Internal Marketing Concept Within Large Organizations: As Applied to a Credit Union,” Journal of Professional Services Marketing, Vol. 6, No. 2, pp. 193–202.
61. Tansuhaj, Patriva, John Wong, and Jim McCullough (1987), “Internal and External Marketing: Effects on Consumer Satisfaction in Banks in Thailand,” The International Journal of Bank Marketing, Vol. 5, No. 3, pp. 73–83.
62. Taylor, Stephen G. and Robert M. Cosenza (1998), “Truck Driver Turnover: An Internal Marketing Perspective,” Journal of Transportation Management, Vol. 10, pp. 20–32.
63. Van Amstel, Rien P. and Guido D'hert (1996), “Performance Indicators in Distribution,” The International Journal of Logistics Management, Vol. 7, No. 1, pp. 73–82.
64. Walker, Orville C., Jr., Gilbert A. Churchill, Jr., and Neil M. Ford (1979), “Where Do We Go From Here? Selected Conceptual and Empirical Issues Concerning the Motivation and Performance of the Industrial Sales-force,” in Critical Issues in Sales Management: State-of-the-Art and Future Research Needs, Gerald Albaum and Gilbert A. Churchill (eds.), Eugene, OR: University of Oregon, pp. 10–75.