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

Detalhes bibliográficos
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
Resumo: 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.
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spelling Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL PerspectiveLogistics servicescustomer servicefailure recoveryB2B relationshipcustomer satisfactionWhat 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.FGV EAESP2008-06-27info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.fgv.br/joscm/article/view/1164410.12660/joscmv1n1p29-40Journal of Operations and Supply Chain Management; Vol. 1 No. 1 (2008): January - June; 29-40Journal of Operations and Supply Chain Management; v. 1 n. 1 (2008): January - June; 29-401984-3046reponame:JOSCM. Journal of Operations and Supply Chain Managementinstname:Fundação Getulio Vargas (FGV)instacron:FGVenghttps://periodicos.fgv.br/joscm/article/view/11644/10586Sanches Flores, Luis Antonio FigueiraPrimo, Marcos André Mendesinfo:eu-repo/semantics/openAccess2018-06-12T16:13:25Zoai:ojs.periodicos.fgv.br:article/11644Revistahttp://bibliotecadigital.fgv.br/ojs/index.php/joscmPRIhttp://bibliotecadigital.fgv.br/ojs/index.php/joscm/oai||joscm@fgv.br1984-30461984-3046opendoar:2018-06-12T16:13:25JOSCM. Journal of Operations and Supply Chain Management - Fundação Getulio Vargas (FGV)false
dc.title.none.fl_str_mv Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
title Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
spellingShingle Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
Sanches Flores, Luis Antonio Figueira
Logistics services
customer service
failure recovery
B2B relationship
customer satisfaction
title_short Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
title_full Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
title_fullStr Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
title_full_unstemmed Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
title_sort Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
author Sanches Flores, Luis Antonio Figueira
author_facet Sanches Flores, Luis Antonio Figueira
Primo, Marcos André Mendes
author_role author
author2 Primo, Marcos André Mendes
author2_role author
dc.contributor.author.fl_str_mv Sanches Flores, Luis Antonio Figueira
Primo, Marcos André Mendes
dc.subject.por.fl_str_mv Logistics services
customer service
failure recovery
B2B relationship
customer satisfaction
topic 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.
publishDate 2008
dc.date.none.fl_str_mv 2008-06-27
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.fgv.br/joscm/article/view/11644
10.12660/joscmv1n1p29-40
url https://periodicos.fgv.br/joscm/article/view/11644
identifier_str_mv 10.12660/joscmv1n1p29-40
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://periodicos.fgv.br/joscm/article/view/11644/10586
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv FGV EAESP
publisher.none.fl_str_mv FGV EAESP
dc.source.none.fl_str_mv Journal of Operations and Supply Chain Management; Vol. 1 No. 1 (2008): January - June; 29-40
Journal of Operations and Supply Chain Management; v. 1 n. 1 (2008): January - June; 29-40
1984-3046
reponame:JOSCM. Journal of Operations and Supply Chain Management
instname:Fundação Getulio Vargas (FGV)
instacron:FGV
instname_str Fundação Getulio Vargas (FGV)
instacron_str FGV
institution FGV
reponame_str JOSCM. Journal of Operations and Supply Chain Management
collection JOSCM. Journal of Operations and Supply Chain Management
repository.name.fl_str_mv JOSCM. Journal of Operations and Supply Chain Management - Fundação Getulio Vargas (FGV)
repository.mail.fl_str_mv ||joscm@fgv.br
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