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Customer Service Responsiveness in Logistics Outsourcing Contracts: The Influence of Job Autonomy and Role Clarity among On‐site Representatives

Author

Listed:
  • Yemisi A. Bolumole
  • Scott J. Grawe
  • Patricia J. Daugherty

Abstract

This research examines the role of individuals in managing relationships between logistics service providers and their customers. Using self‐determination theory's principles of psychological empowerment and employee stewardship, the study considers the autonomy of boundary spanners (implants) and the level of clarity in the individual's role and the resulting impact on implants' efforts toward customer service responsiveness. Survey responses were collected from implants in a logistics setting to test the proposed relationships. Findings show that as implants are given more autonomy in their job function and as the clarity of their roles increases, they are willing to become more responsive to customer needs. A discussion of the results and managerial implications are also offered.

Suggested Citation

  • Yemisi A. Bolumole & Scott J. Grawe & Patricia J. Daugherty, 2016. "Customer Service Responsiveness in Logistics Outsourcing Contracts: The Influence of Job Autonomy and Role Clarity among On‐site Representatives," Transportation Journal, John Wiley & Sons, vol. 55(2), pages 124-148, April.
    • Handle: RePEc:wly:transj:v:55:y:2016:i:2:p:124-148
    DOI: 10.5325/transportationj.55.2.0124
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    References listed on IDEAS

    as
    1. Scott J. Grawe & Chad W. Autry & Patricia J. Daugherty, 2014. "Organizational Implants and Logistics Service Innovation: A Relational Social Capital Perspective," Transportation Journal, John Wiley & Sons, vol. 53(2), pages 180-210, April.
    2. Riccardo Peccei & Patrice Rosenthal, 2001. "Delivering Customer‐Oriented Behaviour through Empowerment: An Empirical Test of HRM Assumptions," Journal of Management Studies, Wiley Blackwell, vol. 38(6), pages 831-857, September.
    3. Pragman, Claudia H., 1996. "JIT II: A purchasing concept for reducing lead times in time-based competition," Business Horizons, Elsevier, vol. 39(4), pages 54-58.
    4. Arnold, Todd & Flaherty, Karen E. & Voss, Kevin E. & Mowen, John C., 2009. "Role Stressors and Retail Performance: The Role of Perceived Competitive Climate," Journal of Retailing, Elsevier, vol. 85(2), pages 194-205.
    5. Lex Donaldson, 2008. "Ethics Problems and Problems with Ethics: Toward a Pro-Management Theory," Journal of Business Ethics, Springer, vol. 78(3), pages 299-311, March.
    6. Olli-Pekka Kauppila, 2014. "So, What Am I Supposed to Do? A Multilevel Examination of Role Clarity," Journal of Management Studies, Wiley Blackwell, vol. 51(5), pages 737-763, July.
    7. Reinartz, Werner & Haenlein, Michael & Henseler, Jörg, 2009. "An empirical comparison of the efficacy of covariance-based and variance-based SEM," International Journal of Research in Marketing, Elsevier, vol. 26(4), pages 332-344.
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    Cited by:

    1. Tobias Schoenherr, 2018. "Leveraging Suppliers for Product Innovation Performance: The Moderating Role of Intellectual Capital," Transportation Journal, John Wiley & Sons, vol. 57(4), pages 365-398, November.

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