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THE EFFECTS OF LOGISTICS CAPABILITIES ON FIRM PERFORMANCE: CUSTOMER‐FOCUSED VERSUS INFORMATION‐FOCUSED CAPABILITIES
Author(s) -
Zhao Meng,
Dröge Cornelia,
Stank Theodore P.
Publication year - 2001
Publication title -
journal of business logistics
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.611
H-Index - 79
eISSN - 2158-1592
pISSN - 0735-3766
DOI - 10.1002/j.2158-1592.2001.tb00005.x
Subject(s) - business , process management , knowledge management , customer retention , marketing , customer intelligence , customer advocacy , dynamic capabilities , customer to customer , industrial organization , computer science , service quality , service (business)
The research presents a model that portrays customer‐focused and information‐focused capabilities as interrelated predictors of firm performance. Results show that customer‐focused capabilities are directly related to performance, but that information‐focused capabilities are not. Rather, the latter relationship is indirect: information‐focused capabilities are linked to performance via the interrelationship with customer‐focused capabilities.