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Please use this identifier to cite or link to this item: http://dspace.lib.cranfield.ac.uk/handle/1826/2753

Document Type: Article
Title: Customer perceptions on logistics outsourcing in the European consumer goods industry
Authors: Wilding, Richard D.
Juriado, Rein
Issue Date: 2004
Citation: Richard Wilding and Rein Juriado; Customer perceptions on logistics outsourcing in the European consumer goods industry, International Journal of Physical Distribution and Logistics Management, Vol. 34 No.8 (2004) pp 628-624.
Abstract: This paper investigates customer perceptions on three key logistics outsourcing decisions: why to outsource, what to outsource and how to manage satisfaction within third party logistics providers (3PLs) partnerships. In addition to an analysis of the current literature, a Europe-wide postal and telephone survey revealed that outsourcing in the consumer good industry is heavily service driven and focused on the traditional logistics functions. The key findings of the work are that cost aspects play a smaller role for outsourcing in the consumer goods industry than anticipated, and that performance measurement systems will require increased sophistication over the coming years. It was found that a considerable number of consumer goods companies admitting that soft issues, such as cultural incompatibility and poor communication, may lead to the failure of the 3PL partnership.
URI: http://dx.doi.org/10.1108/09600030410557767
Appears in Collections:Staff publications - School of Management

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