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Inter‐firm customer knowledge sharing in logistics services: an empirical study

Inter‐firm customer knowledge sharing in logistics services: an empirical study Purpose – The purpose of this paper is to examine customer knowledge sharing between a buyer of a logistics service and the logistics service provider (LSP). The authors attempt to fill the gap in current research by investigating inter‐firm customer knowledge sharing. Design/methodology/approach – A survey study was conducted. Data were collected from buyers of logistic services. Confirmatory factor analysis and multiple regression were used to analyze data and test hypotheses. Findings – Results suggest that open and fluent communication mediates the relationship between customer knowledge sharing and satisfaction with a logistics service provider. In addition, the close relationship with the logistics service provider is needed to strengthen the relationship between customer knowledge sharing and satisfaction with the logistics service provider. Research limitations/implications – This study provided new empirical evidence concerning inter‐firm customer knowledge sharing. The authors suggest that logistic service providers should be incorporated into the customer knowledge management process to ensure open and fluent communication about customers. Practical implications – This study provides practical insights for companies that sell logistic services. Originality/value – Customer knowledge sharing has been largely studied in an intra‐firm context, for instance information sharing between marketing and research and development departments. This research extends the concept of customer knowledge sharing to the inter‐firm context. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Physical Distribution & Logistics Management Emerald Publishing

Inter‐firm customer knowledge sharing in logistics services: an empirical study

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References (67)

Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-0035
DOI
10.1108/09600031111185239
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to examine customer knowledge sharing between a buyer of a logistics service and the logistics service provider (LSP). The authors attempt to fill the gap in current research by investigating inter‐firm customer knowledge sharing. Design/methodology/approach – A survey study was conducted. Data were collected from buyers of logistic services. Confirmatory factor analysis and multiple regression were used to analyze data and test hypotheses. Findings – Results suggest that open and fluent communication mediates the relationship between customer knowledge sharing and satisfaction with a logistics service provider. In addition, the close relationship with the logistics service provider is needed to strengthen the relationship between customer knowledge sharing and satisfaction with the logistics service provider. Research limitations/implications – This study provided new empirical evidence concerning inter‐firm customer knowledge sharing. The authors suggest that logistic service providers should be incorporated into the customer knowledge management process to ensure open and fluent communication about customers. Practical implications – This study provides practical insights for companies that sell logistic services. Originality/value – Customer knowledge sharing has been largely studied in an intra‐firm context, for instance information sharing between marketing and research and development departments. This research extends the concept of customer knowledge sharing to the inter‐firm context.

Journal

International Journal of Physical Distribution & Logistics Management – Emerald Publishing

Published: Nov 8, 2011

Keywords: Customer information; Customer relations; Logistics management; Business‐to‐business markets; Supply chain collaboration; Customer knowledge; Logistic services

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