COMPETITIVE ADVANTAGE THROUGH CUSTOMER RESPONSIVENESS

Patricia J. Daugherty · Robert E Sabath · David S. Rogers

52 citations0/0 files storedLogistics and transportation review

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Logistics and Transportation Systems Quality and Supply Management Outsourcing and Supply Chain Management

Abstract

Today, many firms are gaining a competitive advantage by working more closely with their customers and providing more in the way of value-added, tailored services. This paper examines the issue of increasing customer responsiveness through the customizing of logistical services. More specifically, it addresses two issues: (1) How difficult is it for firms to accommodate special requests; and (2) How are leading firms using such capabilities to gain a competitive edge?

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