Purpose – The central tenet of this paper is that a firm's efforts to nurture a long-term relationship with a third-party logistics (3PLs) will be influenced by its strategic orientation toward its own customers. The purpose of this paper is to propose that there will be a spillover effect of...

Purpose – The purpose of this paper is to develop and validate a basic scale for general logistics complexity that allows researchers to control for this issue in their studies. Design/methodology/approach – The methodology consists of developing the scale based on a literature review and...

Purpose – The purpose of this paper is to assess the current state of implementation of lean production practices in China as compared to the USA. Moreover, an institutional‐theoretic framework is developed that explores the interplay among economic, socio‐cultural and regulative forces...

Purpose – The purpose of this paper is to adopt and contribute to the further development of the relational view by examining the drivers of retailer-supplier collaboration and its effect on the performance of both the retailer and the supplier. Design/methodology/approach – The paper draws...

Purpose: Since the emergence of e-commerce uprooted traditional brick-and-mortar retail in the early 2000s, many retailers have reacted by first independently servicing both the online and in-store channels (multichannel retailing) and subsequently integrating both channels to provide a...

Purpose – This paper aims to present the development of a scale, off‐site customer service (OCS), which assesses the factors that are important in consumer evaluation of an off‐site customer service contact method (e.g. website or telephone). Design/methodology/approach – A scale is...