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Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective

Journal of Operations and Supply Chain Management

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Title Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
 
Creator Sanches Flores, Luis Antonio Figueira; UFPE
Primo, Marcos André Mendes; UFPE
 
Subject Logistics services, customer service, failure recovery, B2B relationship, customer satisfaction
 
Description What are the main factors affecting the failure recovery management in Logistics ServiceProviders (LSPs)? In trying to answer this question, a case study was conducted in a large Brazilian LSPto understand actions taken by that company in failure recovery processes, especially when the LSPmanages business-to-business (B2B) relationships. In those situations, the LSP acts as a third party relatingwith other two companies in the supply chain. At the end, seven main factors were found to be relevantto the failure recovery management analysis: Strong link in the supply chain, Relationship, Level ofCustomer Importance, Level of Customer Importance, Procedures, Personnel Training and Technology,Rewards for performance, Outsourcing. Limitations and suggestion for future research are discussed.
 
Publisher FGV EAESP
 
Contributor —
 
Date 2008-06-27
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
—
 
Format application/pdf
 
Identifier http://bibliotecadigital.fgv.br/ojs/index.php/joscm/article/view/11644
10.12660/joscmv1n1p29-40
 
Source Journal of Operations and Supply Chain Management; Vol 1, No 1 (2008): January - June; 29-40
Journal of Operations and Supply Chain Management; Vol 1, No 1 (2008): January - June; 29-40
1984-3046
 
Language eng
 
Relation http://bibliotecadigital.fgv.br/ojs/index.php/joscm/article/view/11644/10586