Title: Managing information in the supply chain to enhance customer service and build relationships

Authors: J. Phillip Scott, Tracy D. Rishel, Alan J. Stenger

Addresses: School of Management and Marketing, The University of Wollongong, Wollongong, 2522, Australia. Department of Information Systems & Operations Management, University of North Carolina – Wilmington, Cameron Hall 200H, 601 South College Road, Wilmington, NC 28403-3297, USA. Department of Business Logistics, The Pennsylvania State University, 0509 Business Administration Building, University Park, PA 16802, USA

Abstract: Information technology has allowed motor carriers to enhance the visibility of the service process and to provide shippers with an incentive for shipper/carrier partnerships. In today|s business environment, information technology offers customers the opportunity to take an active part in the service process, without actually being present in the service setting. This is important for the transport industry since it represents a service characterised by low customer contact and little information exchange. In an attempt to overcome these problems, motor carriers have installed satellite communications systems to increase customer contact and interaction that will aid in developing long-term relationships and result in better coordination and less inventory throughout the supply chain. The high-tech industry and case studies are used to illustrate these premises. An inventory-theoretic model of transportation choice is developed and future research directions are discussed.

Keywords: satellite communications; supply chain management; relationship management; high-tech industry; case study; inventory model.

DOI: 10.1504/IJSTM.2003.003631

International Journal of Services Technology and Management, 2003 Vol.4 No.4/5/6, pp.532 - 548

Available online: 24 Sep 2003 *

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