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Inter‐firm customer knowledge sharing in logistics services: an empirical study

Minna Rollins (Marketing and Real Estate Department, University of West Georgia, Carrollton, Georgia, USA)
Saara Pekkarinen (Economics and Business Administration, University of Oulu, Oulu, Finland)
Mari Mehtälä (Economics and Business Administration, University of Oulu, Oulu, Finland)

International Journal of Physical Distribution & Logistics Management

ISSN: 0960-0035

Article publication date: 8 November 2011

Abstract

Purpose

The purpose of this paper is to examine customer knowledge sharing between a buyer of a logistics service and the logistics service provider (LSP). The authors attempt to fill the gap in current research by investigating inter‐firm customer knowledge sharing.

Design/methodology/approach

A survey study was conducted. Data were collected from buyers of logistic services. Confirmatory factor analysis and multiple regression were used to analyze data and test hypotheses.

Findings

Results suggest that open and fluent communication mediates the relationship between customer knowledge sharing and satisfaction with a logistics service provider. In addition, the close relationship with the logistics service provider is needed to strengthen the relationship between customer knowledge sharing and satisfaction with the logistics service provider.

Research limitations/implications

This study provided new empirical evidence concerning inter‐firm customer knowledge sharing. The authors suggest that logistic service providers should be incorporated into the customer knowledge management process to ensure open and fluent communication about customers.

Practical implications

This study provides practical insights for companies that sell logistic services.

Originality/value

Customer knowledge sharing has been largely studied in an intra‐firm context, for instance information sharing between marketing and research and development departments. This research extends the concept of customer knowledge sharing to the inter‐firm context.

Keywords

Citation

Rollins, M., Pekkarinen, S. and Mehtälä, M. (2011), "Inter‐firm customer knowledge sharing in logistics services: an empirical study", International Journal of Physical Distribution & Logistics Management, Vol. 41 No. 10, pp. 956-971. https://doi.org/10.1108/09600031111185239

Publisher

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Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited