Towards the deployment of customer orientation: A case study in third-party logistics

Vaggelis Giannikas, Duncan McFarlane, James Strachan

Research output: Contribution to journalArticle

2 Citations (Scopus)

Abstract

Customer orientation concerns the degree to which an organisation focuses on customers, recognises their desires and places meeting their needs as a first priority. As managing the needs of individual customers in supply chains become increasingly important, logistics companies have been recognising customer orientation as a critical aspect of their success. This study explores some of the challenges in the deployment of customer-oriented logistics systems and argues that the so-called product intelligence model can provide an approach for developing such systems. Using an industrial case study, in this paper we examine customer orientation for a third-party logistics provider by examining both the development of information systems that enable the offering of flexible logistics offerings to the end customer and the impact of providing these offerings on a company's performance. We conclude with a set of functionalities required by information systems of logistics providers that wish to enhance customer orientation in their offerings.
LanguageEnglish
Pages75-87
Number of pages13
JournalComputers in Industry
Volume104
Early online date25 Oct 2018
DOIs
StatusPublished - 1 Jan 2019

Keywords

  • Customer-orientation
  • Flexibility
  • Logistics
  • Product intelligence

ASJC Scopus subject areas

  • Computer Science(all)
  • Engineering(all)

Cite this

Towards the deployment of customer orientation: A case study in third-party logistics. / Giannikas, Vaggelis; McFarlane, Duncan; Strachan, James.

In: Computers in Industry, Vol. 104, 01.01.2019, p. 75-87.

Research output: Contribution to journalArticle

@article{dde0e546fa1f413eb26a7e5577a7c74f,
title = "Towards the deployment of customer orientation: A case study in third-party logistics",
abstract = "Customer orientation concerns the degree to which an organisation focuses on customers, recognises their desires and places meeting their needs as a first priority. As managing the needs of individual customers in supply chains become increasingly important, logistics companies have been recognising customer orientation as a critical aspect of their success. This study explores some of the challenges in the deployment of customer-oriented logistics systems and argues that the so-called product intelligence model can provide an approach for developing such systems. Using an industrial case study, in this paper we examine customer orientation for a third-party logistics provider by examining both the development of information systems that enable the offering of flexible logistics offerings to the end customer and the impact of providing these offerings on a company's performance. We conclude with a set of functionalities required by information systems of logistics providers that wish to enhance customer orientation in their offerings.",
keywords = "Customer-orientation, Flexibility, Logistics, Product intelligence",
author = "Vaggelis Giannikas and Duncan McFarlane and James Strachan",
year = "2019",
month = "1",
day = "1",
doi = "10.1016/j.compind.2018.10.005",
language = "English",
volume = "104",
pages = "75--87",
journal = "Computers in Industry",
issn = "0166-3615",
publisher = "Elsevier",

}

TY - JOUR

T1 - Towards the deployment of customer orientation: A case study in third-party logistics

AU - Giannikas, Vaggelis

AU - McFarlane, Duncan

AU - Strachan, James

PY - 2019/1/1

Y1 - 2019/1/1

N2 - Customer orientation concerns the degree to which an organisation focuses on customers, recognises their desires and places meeting their needs as a first priority. As managing the needs of individual customers in supply chains become increasingly important, logistics companies have been recognising customer orientation as a critical aspect of their success. This study explores some of the challenges in the deployment of customer-oriented logistics systems and argues that the so-called product intelligence model can provide an approach for developing such systems. Using an industrial case study, in this paper we examine customer orientation for a third-party logistics provider by examining both the development of information systems that enable the offering of flexible logistics offerings to the end customer and the impact of providing these offerings on a company's performance. We conclude with a set of functionalities required by information systems of logistics providers that wish to enhance customer orientation in their offerings.

AB - Customer orientation concerns the degree to which an organisation focuses on customers, recognises their desires and places meeting their needs as a first priority. As managing the needs of individual customers in supply chains become increasingly important, logistics companies have been recognising customer orientation as a critical aspect of their success. This study explores some of the challenges in the deployment of customer-oriented logistics systems and argues that the so-called product intelligence model can provide an approach for developing such systems. Using an industrial case study, in this paper we examine customer orientation for a third-party logistics provider by examining both the development of information systems that enable the offering of flexible logistics offerings to the end customer and the impact of providing these offerings on a company's performance. We conclude with a set of functionalities required by information systems of logistics providers that wish to enhance customer orientation in their offerings.

KW - Customer-orientation

KW - Flexibility

KW - Logistics

KW - Product intelligence

UR - http://www.scopus.com/inward/record.url?scp=85055334757&partnerID=8YFLogxK

U2 - 10.1016/j.compind.2018.10.005

DO - 10.1016/j.compind.2018.10.005

M3 - Article

VL - 104

SP - 75

EP - 87

JO - Computers in Industry

T2 - Computers in Industry

JF - Computers in Industry

SN - 0166-3615

ER -