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  • 1
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    International journal of physical distribution and logistics management 32 (2002), S. 649-668 
    ISSN: 0960-0035
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Competitive market pressures within today's contemporary business environments have encouraged the partnership of many supply chain members. Of particular interest is the development of successful relationships between firms in an effort to gain product and service quality and efficiency that would otherwise go left unclaimed. This research specifically identifies the need for supply chain members to foster healthier relationships within the firm in order to realize more fully success and obtain the benefits associated with external partnerships. The concept of internal relationship marketing is employed and a model is proposed to aid companies in identifying the variables associated with marketing to the internal customer. The motor carrier industry provides an appropriate service setting for the analysis, and implications for retaining the very best customer-conscious frontline employees are outlined.
    Type of Medium: Electronic Resource
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  • 2
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    International journal of physical distribution and logistics management 32 (2002), S. 669-681 
    ISSN: 0960-0035
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Over the past decade, there have been a number of studies that examined either shipper or carrier selection and evaluation factors. However, there has been little comparison between how these two groups perceive these factors with regard to their partners. This study examines the similarities and differences with the rankings of factors between shipper and carrier groups. Furthermore, the results highlight the various levels of satisfaction between the two groups.
    Type of Medium: Electronic Resource
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  • 3
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    International journal of physical distribution and logistics management 35 (2005), S. 161-176 
    ISSN: 0960-0035
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Purpose - This work seeks to examine how front-line employee performance and interdepartmental customer orientation affect the service, supply chain, and financial performance of US distribution centers. Design/methodology/approach - The authors approached this subject by utilizing works from the supply chain management, services marketing, total quality management, and logistics personnel literature. Surveys were administered in 18 distribution centers across the USA and canonical correlation was employed to test the propositions that front-line employee performance and interdepartmental customer orientation have a positive effect on distribution center service, supply chain, and financial performance. Findings - Findings indicate that high levels of front-line employee performance and interdepartmental customer orientation a positive effect on distribution center service and supply chain performance. The relationship of the two independent variables to distribution center financial performance was only partially supported. Research limitations/implications - The research did not explore how higher levels of front-line employee performance may be obtained and may not be generalizable beyond a distribution center setting. For researchers, the results may be utilized in studies of logistics best practice. Moreover, studies investigating market orientation may find the results useful, as previous contributions have shown interdepartmental customer orientation to be positively related to the market orientation of the firm. Practical implications - The results provide managers with evidence supporting the value of front-line employees and the importance of encouraging departments to service other departments in a customer-oriented manner. Originality/value - This is the first study to detail the relationship between interdepartmental customer orientation and firm performance in a logistical setting, and adds further credence to the importance of front-line distribution personnel in the delivery of quality output.
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  • 4
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    International journal of physical distribution and logistics management 35 (2005), S. 620-636 
    ISSN: 0960-0035
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Purpose - To examine warehouse worker development associated with managerial coaching in the logistics industry. Design/methodology/approach - Examine the efficacy of this developmental approach in a logistics context, a survey method was used to provide an overview of supervisors' coaching behavior at 18 distribution centers in the United States. Warehouse workers answered questions about their interactions with their supervisors and their own job satisfaction while supervisors answered questions pertaining to the job-related performance of warehouse workers for whom they were directly responsible. Findings - The study findings indicate that warehouse workers at these distribution centers encounter low levels of supervisory coaching behavior. However, despite these low levels, significant positive associations were found between supervisory coaching behavior, warehouse worker job satisfaction and supervisors' perceptions of their subordinates' job-related performance. Research limitations/implications - The findings are based on the perceptions of respondents at the specific distribution centers in our study and therefore should not be interpreted as being generalizable. However, we hope that they will stimulate further empirical research on the growth, development and retention of front-line logistics workers - an important, but relatively under-researched, area of supply chain management. Practical implications - The logistics industry is becoming progressively more service-oriented and technologically-driven and greater front-line worker competence in these areas will be required for many firms to survive. Originality/value - As the greatest aggregation of labor in the supply chain is in distribution center operations, our findings may encourage logistics organizations to evaluate the feasibility of adopting more people-oriented supervisory approaches like coaching that focus on personnel development and the provision of more intrinsically-rewarding work environments.
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  • 5
    Electronic Resource
    Electronic Resource
    Bingley : Emerald
    Supply chain management 10 (2005), S. 206-213 
    ISSN: 1359-8546
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Purpose - The chemical industry is struggling to improve its supply chain performance, and improved asset utilization may help get the industry headed in the right direction. Since most chemical firms own or lease their rail fleets, rail utilization can have a substantial impact on overall asset utilization. The paper aims to focus on current managerial processes and situational factors that impact railcar asset performance. Design/methodology/approach - Rail car cycle data are analyzed, focusing on major sources of variation in transit inventory as railcars move from plant to customer and back. Findings - Findings include the importance of establishing and adhering to policies regarding supply chain practices; substantial differences exist between hopper and tank car performance; distance is not a major predictor of total cycle time variance; and vendor-managed inventory relationships can operate with less customer inventory. Research limitations/implications - This paper addresses only one component of supply chain performance: railcar cycle time. Further analysis is needed to investigate differences between hopper car and tank car transit times. Additional research should also involve the railroad companies as participants in chemical firms' supply chains. Practical implications - The paper provides several practical recommendations for chemical company supply chain managers relating to process controls, focusing on large customer accounts, managing transit time and variation of rail cars between plant and factory. The findings and recommendations can be applied across many industries. Originality/value - This paper focuses on supply chain practices in the chemical industry, which has been slow to adopt supply chain practices. In particular, this paper investigates railcar coordination as one means of enhancing supply chain performance, reducing both inventory and transportation assets.
    Type of Medium: Electronic Resource
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  • 6
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