Competitive performance analysis typically relies on customer service surveys. This research highlights the importance of systematically including non‐customer input to customer service surveys. Findings indicate that perceptions of customers and non‐customers both on service importance and...

Currently, efforts in the e‐grocery business focus on improving the purchase transaction and physical distribution of goods. However, simply improving ordering and fulfillment does not make e‐grocery shopping a viable competitor to the current supermarket business model. To become a...

Most logistics professionals and academics agree that logistics is an essential function within business. Furthermore, there has been a trend over the last few years to consider logistics as a process that creates value. While the terms value and value‐added have experienced popular usage,...

Trade promotions have become an important instrument in accomplishing supply chain objectives. The extensive use of trade promotions does not appear likely to fade in the immediate future. Results of a recent survey of independent grocery retailers are presented. The research examines the...

Efficient Consumer Response (ECR) is an industry‐wide initiative that is commonly believed to have fallen far short of its promised efficiencies and value. Many believe that unrealistic expectations among grocery industry participants are primarily at fault for this shortcoming. The level of...

ISO 9000 and Activity‐Based Costing (ABC) are two useful tools for logisticians. Both of these tools can support efforts to improve customer service and/or reduce total costs. Using survey and case study methods, we investigate whether these two techniques are implemented together as...

While it is widely believed that information technology is a major differentiator of logistics performance, there has been limited research that empirically tests or characterizes this relationship. The current research investigates the relationship between logistics information technology (LIT)...

Purpose – The purpose of this paper is to assess relevance of the three dimensions (process strategy, market strategy, and information strategy) of the Bowersox and Daugherty typology to logistics strategy and organizational competitive outcomes. Design/methodology/approach – Empirical data...

Traditional responsibility for logistical management has been fragmented throughout the organization. In the past, companies were able to control the various parts of the goods flow independently of each other because of long throughput times and by keeping considerable inventories. Today,...

Integration of the supply chain offers many opportunities to improve customer service and eliminate unnecessary costs. However, many firms lack the capability to determine the cost of moving product to market and where potential savings may exist. Supply chain costing provides an approach for...