Article Title

The effects of interdepartmental customer orientation on distribution center performance

Authors

Nancy M. Scott, University of Tennessee Knoxville
M Douglas Voss, University of Central Arkansas
Scott B. Keller, University of West Florida
Matt Schlosser, The Hershey Company

Abstract

Firms have begun to look internally for ways to increase external service quality. ANOVA is used to examine the effect of interdepartmental customer orientation on time, inventory, and customer service-based performance variables in distribution centers. Findings indicate that high interdepartmental customer orientation positively affects distribution center performance in terms of time-based performance measures and customer satisfaction. Interdepartmental customer orientation was found to have only a marginal affect on inventory performance. Implications of the current research for distribution centers and transportation managers are discussed along with limitations and opportunities for future research.

Recommended Citation

Scott, Nancy M., Voss, M. Douglas, Keller, Scott B. & Schlosser, Matt. (2008). The effects of interdepartmental customer orientation on distribution center performance. Journal of Transportation Management, 19(2), 54-70. doi: 10.22237/jotm/1220227500

DOI

10.22237/jotm/1220227500