Determinants of customer partnering behavior in logistics outsourcing relationships: a relationship marketing perspective

Developing close relationships with third-party logistics providers (3PLs) has been acknowledged in the literature as a beneficial strategy for 3PLs and customer firms. It has been shown that customers embedded in close relationships with 3PLs achieve higher levels of operational and financial performance. 3PLs also benefit from engaging in these relationships by generating higher levels of customer satisfaction, customer retention, and referrals to new customers. In order to complement these findings, this study integrates theories and empirical evidence drawn primarily from relationship marketing to develop a model of the antecedents of customer partnering behavior in logistics outsourcing relationships. It is proposed that a combination of key interorganizational conditions and customer characteristics directly impacts a customer’s partnering behavior with a 3PL. More specifically, a customer embedded in a relationship with a 3PL in which there are high levels of dependence, trust…

Author: Rossiter Hofer, Adriana

Source: University of Maryland

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