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