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DRIVER RELATIONSHIPS WITH CUSTOMERS AND DRIVER TURNOVER: KEY MEDIATING VARIABLES AFFECTING DRIVER PERFORMANCE IN THE FIELD
Author(s) -
Keller Scott B.
Publication year - 2002
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.2158-1592.2002.tb00015.x
Subject(s) - business , marketing , premise , key (lock) , truck , service (business) , customer retention , process management , service quality , computer science , computer security , engineering , linguistics , philosophy , aerospace engineering
To reduce cost and improve service, logistics managers must give attention to the critical interaction between customers and the carriers who deliver products. This research tests the premise that internal marketing with truck drivers is associated with improved relationships with customers, retention of customer‐conscious drivers, and higher driver performance.