Information technology resources and customer-service process coordination in third-party logistics

Patrick I. Jeffers, Rhoda C. Joseph

Research output: Contribution to journalArticlepeer-review

2 Scopus citations

Abstract

Adopting the supply chain paradigm, we define customer service as a multifunctional sequence of process activities supported by an intricate tapestry of information technology (IT) and non-IT resources that enable the coordination and communication necessary to create value for the customer. The resource-based view (RBV) serves as our theoretical lens for assessing the strategic contributions of IT in the customer-service process of third-party logistics firms. Our findings support the RBV assertion of significant direct and indirect impacts but suggest that the challenges of fully integrating IT resources as process components go beyond merely leveraging complementarity, as emphasized by RBV.

Original languageEnglish (US)
Article number5419149
Pages (from-to)69-83
Number of pages15
JournalIEEE Transactions on Professional Communication
Volume53
Issue number1
DOIs
StatePublished - Mar 1 2010

All Science Journal Classification (ASJC) codes

  • Industrial relations
  • Electrical and Electronic Engineering

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