Investigating the drivers in selecting third party logistics (3PL) provider: A case study from Indonesian manufacturing industry

Logistics activities have become much concerned by many companies in term of an effective and efficient selection of Third-Party Logistics (3PL) provider. The use of 3PL providers and its effects to the customer satisfaction is mostly discussed in the case of manufacturing industry considering information technology variable, but the inclusion of trust as moderating variable between customer loyalty and customer satisfaction is limited. In addition, the involvement of these variables will also be a reference for 3PL providers to improve their services. This article aims to identify the factors considered by Indonesian companies in selecting 3PL. Respondents of this research are managers of logistics or persons in charge of logistics activities. Structural Equation Modeling (SEM) is used to elaborate the relationship between factors affecting 3PL selection decision. The results indicate that Information Technology (IT) usage, service quality, trust and customer satisfaction are the factors affecting the companies to select a 3PL provider. Other results also show that there is a significant relationship between those factors. © 2020 ExcelingTech Pub, UK

Role of Information Quality for Value Co-Creation in B2B Service Orchestration Process

Value co-creation is at the core of B2B service orchestration. While advances in information technology provide new means to get customers involved in the service orchestration process, little is known about the mechanisms through which information quality relates to the process that enables value co-creation in B2B services. Drawing on the IS success model and the resource management perspective, we propose that information quality, the key resource generated from use of an IS, positively affects two important service capabilities — service flexibility and service efficiency — which enhance relational value. We argue that modal variety moderates the efficacy of information quality in developing these service capabilities. Survey and archival data collected from a Fortune 100 logistic service provider on its relationships with major customers are used in the empirical testing, which provides general support to the proposed research model