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首页> 外文期刊>Journal of business logistics >BEYOND EXPECTATIONS: AN EXAMINATION OF LOGISTICS OUTSOURCING GOAL ACHIEVEMENT AND GOAL EXCEEDANCE
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BEYOND EXPECTATIONS: AN EXAMINATION OF LOGISTICS OUTSOURCING GOAL ACHIEVEMENT AND GOAL EXCEEDANCE

机译：超越期望：对实现目标实现目标和实现目标超出目标的物流的考核

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摘要

As a growing number or managers ponder the decision to outsource logistics activities, it is becoming increasingly critical to understand the factors that drive successful outsourcing arrangements. This research provides insights into the influence of three relationship engagement factors (communication, cooperation, and proactive improvement) on the perceived logistics outsourcing performance achieved by service providers. In particular, logistics outsourcing performance is found to consist of two distinct dimensions: 1) goal achievement, and 2) goal exceedance, which management should consider, respectively, when evaluating their logistics service providers (LSP's). The finding that customers distinguish a difference between the achievement and exceedance of goals has implications for how customers judge the performance of their 3PL, but also the decisions 3PLs will need to make when managing customer relationships and customers' expectations. Further, the research shows that communication supports cooperation directly and proactive improvement indirectly through cooperation. Cooperation and proactive improvement combine to influence both goal achievement and goal exceedance, although cooperation is more closely aligned with achievement while exceedance conversely is driven more by proactive improvement. These new insights lend to a heightened understanding for both LSP's and their customers as they seek mutually beneficial, value-added engagements.
机译：随着越来越多的人或经理们在考虑外包物流活动的决定，了解推动成功外包安排的因素变得越来越重要。这项研究提供了三个关系参与因素（沟通，合作和主动改善）对服务提供商所实现的物流外包绩效的影响的见解。特别是，发现物流外包绩效包括两个不同的维度：1）目标实现和2）目标超标，管理层在评估其物流服务提供商（LSP）时应分别考虑。顾客区分成就和超越目标之间的差异的发现，对顾客如何判断其3PL的绩效产生影响，也影响着3PL在管理客户关系和顾客期望时需要做出的决定。此外，研究表明，交流直接支持合作，通过合作间接地主动改善。合作与主动改进相结合会影响目标的实现和目标的超越，尽管合作与成就更加紧密地结合在一起，而相反，超越则更多地是由主动改进来驱动的。这些新见解使LSP及其客户在寻求互惠互利的增值业务时加深了了解。

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