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Performance gaps in the dyadic order fulfillment process
Växjö University, Faculty of Humanities and Social Sciences, School of Management and Economics. (Supply Chain Studies)ORCID iD: 0000-0003-4255-1516
2006 (English)In: International Journal of Physical Distribution & Logistics Management, ISSN 0960-0035, E-ISSN 1758-664X, Vol. 36, no 8, p. 580-595Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
2006. Vol. 36, no 8, p. 580-595
Keyword [en]
Logistics performance, logistics quality, dyads, order fulfillment process, performance gaps
National Category
Transport Systems and Logistics
Research subject
Economy, Logistics
Identifiers
URN: urn:nbn:se:vxu:diva-4389DOI: 10.1108/09600030610702871OAI: oai:DiVA.org:vxu-4389DiVA, id: diva2:204347
Available from: 2007-03-28 Created: 2007-03-28 Last updated: 2017-12-13Bibliographically approved

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Forslund, Helena

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
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  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
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  • asciidoc
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