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Logistics Service Providers and Their Customers: Gaining Commitment Through Organizational Implants
Author(s) -
Grawe Scott J.,
Daugherty Patricia J.,
Dant Rajiv P.
Publication year - 2012
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 - 10.1111/j.0000-0000.2011.01037.x
Subject(s) - business , organizational commitment , marketing , service provider , service (business) , outcome (game theory) , customer service , public relations , mathematics , mathematical economics , political science
The current research examines the following question: how can on‐site representatives (i.e., organizational implants) be used to generate greater interorganizational relationship commitment? The relationship marketing literature explores many facets of interorganizational relationships and commitment, but until now, it has not considered the colocation of employees from separate firms. Dyadic survey data were collected from logistics service providers (LSPs) and their customers. The paired dyads were then analyzed using path analysis. Results indicate that organizational implantation can lead to greater levels of outcome interdependence between the organizations, which can then generate greater levels of commitment from the LSP toward the customer. Results also suggest that organizational implantation can lead to greater levels of relational capital and responsiveness, which is shown to generate greater levels of commitment from the customer toward the LSP.