Increasing responsiveness through the firm-LSP relationship structure : a behavioral perspective

Abstract

This study investigates the behavioral aspects of the firm-logistics service provider (LSP) relationship in order to better understand the avenues through which LSP responsiveness to changing customer needs can be enhanced. Because the research examining the behavioral aspects of the firmLSP relationship is sparse, a dyadic qualitative research approach was taken to explore the development of a relationship structure that will facilitate the level of responsiveness that the firm desires. This study revealed that the key to enhancing LSP responsiveness lays in the structure of the firm-LSP relationship. Specifically, it was found that the level of cooperation, coordination, communication, and bonding between the focal firm and the LSP have a direct effect on the LSP’s level of responsiveness to the firm’s needs.