Purpose – This work seeks to examine how front‐line employee performance and interdepartmental customer orientation affect the service, supply chain, and financial performance of US distribution centers. Design/methodology/approach – The authors approached this subject by utilizing works...

Regardless of the size of the firm, the sector of the transportation industry or the style of management, distribution runs on information. The sheer size and volume of today's distribution activities require a high degree of commitment to computer‐based technologies to support managerial...

Purpose – To understand the use of metrics to attain alignment between the needs of the customer, strategic objectives, and the execution system. This paper examines the process by which metrics at the various levels are developed and the factors affecting this process....

Purpose – Firms spend considerable amount of money on information technology (IT) to improve their processes, thereby reducing costs, enhancing quality and getting to market faster. Consequently, understanding the effective relationship between the IT department and new product development...

Examines how the business products‐marketing firm acquires knowledge about its customers. Objectives include identifying the most effective means by which organizations can acquire customer knowledge, and the specific kind of knowledge which firms should strive to possess about their customers...