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.
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