To read the full version of this content please select one of the options below:

Intra-organizational communication, understanding, and process diffusion in logistics service providers

Scott J. Grawe (Department of Supply Chain and Information Systems, Iowa State University, Ames, Iowa, USA)
Peter M. Ralston (Department of Supply Chain and Information Systems, Iowa State University, Ames, Iowa, USA)

International Journal of Physical Distribution & Logistics Management

ISSN: 0960-0035

Article publication date: 13 May 2019

Issue publication date: 7 August 2019

Abstract

Purpose

The purpose of this paper is to investigate, using survey data, how a firm may be able to leverage innovation or processes specifically developed for one customer across its entire customer network using on-site, or implanted, employees.

Design/methodology/approach

Data collected from a survey of 309 implanted logistics service provider (LSP) representatives are analyzed using structural equation modeling.

Findings

The findings show that intra-organizational task interdependence and face-to-face communication can lead to a greater understanding of firm processes developed for specific customers and greater diffusion of these new processes to other customers. Rather than separating customers that require implanted employees, these implants can be a conduit of valuable information and process enhancements that can positively impact a firm’s customer network.

Originality/value

The current research shows how LSPs can effectively use their customer networks to provide process improvements for multiple customers. Specifically, transferring processes between customers can lead to efficiencies and contribute to supply chain robustness not possible without process diffusion.

Keywords

Citation

Grawe, S.J. and Ralston, P.M. (2019), "Intra-organizational communication, understanding, and process diffusion in logistics service providers", International Journal of Physical Distribution & Logistics Management, Vol. 49 No. 6, pp. 662-678. https://doi.org/10.1108/IJPDLM-03-2018-0118

Publisher

:

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited