THE EMPOWERMENT OF FRONTLINE SERVICE STAFF IN 3PL COMPANIES


ELLINGER A. E., KELLER S. B., Bas A. B.

JOURNAL OF BUSINESS LOGISTICS, vol.31, no.1, pp.79-99, 2010 (SSCI) identifier identifier

Abstract

Research on third-party logistics (3PL) service providers has focused more on managing customer relationships than on managing the frontline personnel who interact with customers on a daily basis. Thus, even though the overall need for 3PL's to be market-oriented is well-recognized, relatively little is known about how 3PL companies support and develop frontline service staff to provide better service. This study draws on 3PL company site managers' responses to a postal survey that examines the influences of internal communication, customer service training and managerial coaching for customer contact employees on the relationship between market orientation and frontline service recovery empowerment.