IEEE Transactions on Professional Communication Mar 2010

Information Technology Resources and Customer-Service Process Coordination in Third-Party Logistics

Patrick I. Jeffers University of the West Indies ; Rhoda C. Joseph Pennsylvania State University

Abstract

Adopting the supply chain paradigm, we define customer service as a multifunctional sequence of process activities supported by an intricate tapestry of information technology (IT) and non-IT resources that enable the coordination and communication necessary to create value for the customer. The resource-based view (RBV) serves as our theoretical lens for assessing the strategic contributions of IT in the customer-service process of third-party logistics firms. Our findings support the RBV assertion of significant direct and indirect impacts but suggest that the challenges of fully integrating IT resources as process components go beyond merely leveraging complementarity, as emphasized by RBV.

Journal
IEEE Transactions on Professional Communication
Published
2010-03-01
DOI
10.1109/tpc.2009.2038739
CompPile
Open Access
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