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THE EMPOWERMENT OF FRONTLINE SERVICE STAFF IN 3PL COMPANIES
Author(s) -
Ellinger Alexander E.,
Keller Scott B.,
Baş Ayşe Banu Elmadaǧ
Publication year - 2010
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.2158-1592.2010.tb00129.x
Subject(s) - business , marketing , coaching , service (business) , service recovery , empowerment , service provider , customer service , service quality , management , economics , political science , law
Research on third‐party logistics (3PL) service providers has focused more on managing customer relationships than on managing the frontline personnel who interact with customers on a daily basis. Thus, even though the overall need for 3PL's to be market‐oriented is well‐recognized, relatively little is known about how 3PL companies support and develop frontline service staff to provide better service. This study draws on 3PL company site managers' responses to a postal survey that examines the influences of internal communication, customer service training and managerial coaching for customer contact employees on the relationship between market orientation and frontline service recovery empowerment.