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Article
Information Technology Resources and Customer Service Process Coordination in Third Party Logistics
IEEE Transactions on Professional Communication (2010)
  • Patrick I. Jeffers, Georgia Southern University
  • Rhoda 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.
Keywords
  • Third-party logistics,
  • Business process design,
  • Competitive advantage,
  • Customer-service process,
  • Information technology,
  • IT,
  • IT complementarity,
  • IT strategy,
  • Process coordination,
  • Resource interaction,
  • Resource-based view,
  • Supply chains
Disciplines
Publication Date
February 22, 2010
DOI
10.1109/TPC.2009.2038739
Citation Information
Patrick I. Jeffers and Rhoda Joseph. "Information Technology Resources and Customer Service Process Coordination in Third Party Logistics" IEEE Transactions on Professional Communication Vol. 53 Iss. 1 (2010) p. 69 - 83 ISSN: 0361-1434
Available at: http://works.bepress.com/patrick_i_jeffers/3/