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Performance gaps in the dyadic order fulfillment process
Växjö universitet, Fakulteten för humaniora och samhällsvetenskap, Ekonomihögskolan, EHV. (Supply Chain Studies)ORCID-id: 0000-0003-4255-1516
2006 (engelsk)Inngår i: International Journal of Physical Distribution & Logistics Management, ISSN 0960-0035, E-ISSN 1758-664X, Vol. 36, nr 8, s. 580-595Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Purpose: The purpose of this article is to assess the existence of logistics performance gaps in the dyadic order fulfillment process.

Methodology/approach: A literature review on service quality, logistics quality and logistics performance generated a conceptual model, four hypotheses and a scale for measuring logistics performance. Dyads of customers (large manufacturing companies) and their most important suppliers were addressed in two similar surveys. 136 such dyads were acquired.

Findings: The dyadic order fulfillment process contains four significant logistics performance gaps, even though important business dyads are addressed. Customers’ expectations are not perceived by customers as being fulfilled, customers’ expectations are over-targeted by suppliers, but suppliers’ internal performance decreases performance. Finally, suppliers overestimate their performance as compared to the ratings of customers.

Research limitations/implications: By applying a service quality model to a logistics process, new knowledge about logistics performance was obtained. A tested conceptual model and a tested scale for measuring logistics performance are theoretical contributions.

Practical implications: The model can be used as a basis for deeper communication between customer and supplier in order to improve logistics performance in the dyadic order fulfillment process.

Originality/value of paper: A true dyadic approach is rare in logistics research. As no comprehensive studies of the “mechanisms” of the dyadic order fulfillment process were found, the results can be valuable to both customers and suppliers.

sted, utgiver, år, opplag, sider
2006. Vol. 36, nr 8, s. 580-595
Emneord [en]
Logistics performance, logistics quality, dyads, order fulfillment process, performance gaps
HSV kategori
Forskningsprogram
Ekonomi, Logistik
Identifikatorer
URN: urn:nbn:se:vxu:diva-4389DOI: 10.1108/09600030610702871OAI: oai:DiVA.org:vxu-4389DiVA, id: diva2:204347
Tilgjengelig fra: 2007-03-28 Laget: 2007-03-28 Sist oppdatert: 2017-12-13bibliografisk kontrollert

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