Managing information in the supply chain to enhance customer service and build relationships
by J. Phillip Scott, Tracy D. Rishel, Alan J. Stenger
International Journal of Services Technology and Management (IJSTM), Vol. 4, No. 4/5/6, 2003

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.

Online publication date: Wed, 24-Sep-2003

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