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

• Autor(a) principal: Sanches Flores, Luis Antonio Figueira
• Data de Publicação: 2008
• Outros Autores: Primo, Marcos André Mendes
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: JOSCM. Journal of Operations and Supply Chain Management
• Texto Completo: https://periodicos.fgv.br/joscm/article/view/11644
• topic: Logistics services; customer service; failure recovery; B2B relationship; customer satisfaction

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.