BEYOND EXPECTATIONS: AN EXAMINATION OF LOGISTICS OUTSOURCING GOAL ACHIEVEMENT AND GOAL EXCEEDANCE

Jan M. Deepen · Thomas J. Goldsby · August Michael Knemeyer · Carl Marcus Wallenburg

112 citations0/0 files storedJournal of Business Logistics

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Outsourcing and Supply Chain Management Customer Service Quality and Loyalty Quality and Supply Management

Abstract

As a growing number of managers consider the decision to outsource logistics activities, it is becoming increasingly critical to understand drivers of success in this area. Using survey data from 549 managers, this research examines the influence of three relationship engagement factors (communication, cooperation, and proactive improvement) on the perceived logistics outsourcing performance achieved by service providers. In particular, logistics outsourcing performance is characterized as consisting of two distinct dimensions: 1) goal achievement, and 2) goal exceedance, which management should consider, respectively, when evaluating their logistics service providers (LSPs).

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