Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
권호 표지

The Role of Communication in Linking IT and Logistics Service

IT와 물류서비스 관계에서 커뮤니케이션의 역할에 관한 연구

  • Published : 2008.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

Product-related services in manufacturing industry are different from typical services in service industry. Product-related services ensure proper product functioning, provide additional repurchase, and offer attractive margin Product-related services in manufacturing industry are not core activity but taking supporting roles, while services in typical service industry are core parts. The purpose of this study is to investigate the role of communication in linking IT and product-related logistics service in manufacturing industry. The relationships among IT, communication, logistics service and business performance are explored using a path analysis. The empirical research reveals that higher degree of IT usability leads to increased communication, and in turn, communication affects logistics service, and ultimately business performance. In addition, this study shows communication plays an intermediate role in linking IT to logistics service.

Keywords

References

  1. 김수욱, "물류생산성 향상을 위한 정보시스템의 역할", 생산성논집, 제21권, 제4호(2007), pp.1-28
  2. 심규열, 이현기, 김우현, "통합물류정보시스템의 활용이 물류성과에 미치는 영향에 관한 연구", 마케팅과학연구, 제8집(2001), pp.1-28
  3. Alam, A., "Supply chain management", Journal of Strategic Management, Vol.13 (1996), pp.80-86
  4. Asif, S. and A. Sargeant, "Modelling internal communications in the financial services sector", European Journal of Marketing, Vol.34, No.3-4(2000), pp.299-317 https://doi.org/10.1108/03090560010311867
  5. Baltacioglu, T., E. Ada, M. D. Kaplan, O. Yurt, and Y. C. Kaplan, "A New Framework for Service Supply Chains", The Service Industries Journal, Vol.27, No.2(2007), pp.105-124 https://doi.org/10.1080/02642060601122629
  6. Boselie, P. and T. Wieler, "Employee perceptions of HRM and TQM, and the effects on satisfaction and intention to leave", Managing Service Quality, Vol.12, No.3 (2002), pp.165-172 https://doi.org/10.1108/09604520210429231
  7. Bowersox, D. J. and D. J. Closs, Logistical Management：The Integraed Supply Chain Process, McGraw Hill, 1996
  8. Calantone, R., C. Dröge, and S. Vickery, "Investigating the manufacturing-marketing interface in new product development：does context affect the strength of relationships?", Journal of Operations Management, Vol.20(2002), pp.273-287 https://doi.org/10.1016/S0272-6963(02)00009-8
  9. Crawford, A. B. Jr., "Corporate electronic mail-A communication-intensive application of information technology", MIS Quarterly, Vol.6(1982), pp.1-13
  10. Crittenden, V. L., L. R. Gardiner, and A. Stam, "Reducing conflict between marketing and manufacturing", Industrial Marketing Management, Vol.22(1993), pp.299-309 https://doi.org/10.1016/0019-8501(93)90026-4
  11. Cronin, J. J., M. K. Brady, and G. T. M. Hult, "Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments", Journal of Retailing, Vol.76, No.2(2000), pp.193-218 https://doi.org/10.1016/S0022-4359(00)00028-2
  12. Domegan, C. T., "The adoption of information technology in customer service", European Journal of Marketing, Vol.30, No. 6(1996), pp.52-69 https://doi.org/10.2307/1251901
  13. Ellinger, A. E., P. J. Daugherty, and S. B. Keller, "The relationship between marketing/ logistics interdepartmental integration and performance in U. S. manufacturing frim：An empirical study", Journal of Business Logistics, Vol.21, No.1(2000), pp.1-23
  14. Evans, J. R., "Impact of information management on business performance", Benchmarking：An International Journal, Vol.14, No.4(2007), pp.517-533 https://doi.org/10.1108/14635770710761906
  15. Feng, C. and C. Yuan, "The impact of information and communication technology on logistics management", International Journal of Management, Vol.23, No.4(2006), pp. 909-924
  16. Gebauer, H., R. Krempl, E. Fleisch, and T. homas Friedli, "Innovation of product-related services", Managing Service Quality, Vol.18, No.4(2008), pp.387-404 https://doi.org/10.1108/09604520810885626
  17. Germain, R., "The Effect of Output Standardization on Logistical Structure, Strategy, and Performance", International Journal of Physical Distribution and Materials Management, Vol.19, No.1(1989), pp.20-29 https://doi.org/10.1108/EUM0000000000314
  18. Gibson, J. W. and R. M. Hodgetts, Organizational Communication：A Managerial Perspective, New York：Harper Collins Publishers, 1989
  19. Griffin, A. and J. R. Hauser, "Integrating R&D and Marketing：A review and analysis of the literature", Journal of Production Innovation Management, Vol.13(1996), pp. 191-215 https://doi.org/10.1016/0737-6782(96)00025-2
  20. Guenzi, P. and G. Troilo, "Developing marketing capabilities for customer value creation through marketing-sales integration", Industrial Marketing Management, Vol.35 (2006), pp.974-988 https://doi.org/10.1016/j.indmarman.2006.06.006
  21. Gupta, A., "Enterprise resource planning： the emerging organizational value system", Industrial Management and Data Systems, Vol.100(2000), pp.114-118 https://doi.org/10.1108/02635570010286131
  22. Hair, J. F., R. E. Anderson, R. E. Tatham, and W. C. Black, Multivariate Data Analysis with Reading, Prentice Hall, 1995
  23. Hallowell, R., L. A. Schlesinger, and J. Zornitsky, "Internal Service Quality, Customer, and Job Satisfaction：Linkages and Implications for Management", Human Resource Planning, Vol.19, No.2(1996), pp.20-31
  24. Heskett, J. L., W. E., Sasser, and L. A. Schlesinger, The Service Profit Chain： How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value, Free Press, New York, 1997
  25. Hitt, M. A., R. E. Hoskisson, and R. D. Nixon, "A mid-range theory of interfunctional integration, its antecedents and outcomes", Journal of Engineering and Technology Management, Vol.10(1993), pp.161-185 https://doi.org/10.1016/0923-4748(93)90062-N
  26. Hsu, L. L. and M. Chen, "Impacts of ERP systems on the integrated-interaction performance of manufacturing and marketing", Industrial Management and Data Systems, Vol.104, No.1(2004), pp.42-55 https://doi.org/10.1108/02635570410514089
  27. Kahn, K. B. and J. T. Mentzer, "Norms that distinguish between marketing and manufacturing", Journal of Business Research, Vol.30, No.2(1994), pp.111-118 https://doi.org/10.1016/0148-2963(94)90030-2
  28. Kent, J. L. Jr., "Leverage2：interfunctional coordination between logistics and information technology", International Journal of Physical Distribution and Logistics Management, Vol.26, No.8(1996), pp.63-78 https://doi.org/10.1108/09600039610128276
  29. Kovacs, G., "Digital asset management in marketing communication logistics", The Journal of Enterprise Information Management, Vol.17, No.3(2004), pp.208-218 https://doi.org/10.1108/17410390410531452
  30. Lievens, A. and R. K. Moenaert, "Communication flows during fiancial service innovation", European Journal of Marketing, Vol. 34, No.9-10(2008), pp.1078-1110 https://doi.org/10.1108/03090560010342485
  31. Maglio, P. and J. Spohrer, "Fundamentals of service science", Journal of the Academy Marketing Science, Vol.36(2008), pp.18-20 https://doi.org/10.1007/s11747-007-0058-9
  32. Mentzer, J. T., D. J. Flint, and J. J. Kent, "Developing a logistics service quality scale", Journal of Business Logistics, Vol.20, No.1(1999), pp.9-32
  33. Metters, R. K. King-Metters, and M. Pullman, Successful service operations management Cincinnati(OH)：South-Western College Publishing, 2003
  34. Mohr, J. and J. R. Nevin, "Communication strategies in marketing channels：A theoretical perspective", Journal of Marketing, Vol.54(1990), pp.36-51 https://doi.org/10.2307/1251758
  35. Nunnally, J. C., Psychometric Theory, Mc-Graw-Hill, NewYork, 1978
  36. Panayides, P. M., "The impact of organizational learning on relationship orientation, logistics service effectiveness and performance", Industrial marketing Management, Vol.36, No.1(2007), pp.68-80 https://doi.org/10.1016/j.indmarman.2005.07.001
  37. Parasuraman, A., Zeithaml, V. A and Berry, L. L., "SERVQUAL：a multiple item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol.64 No.1(1988), pp.12-40
  38. Paton, R. and S. McLaughlin, "The Services Science and Innovation Series", European Management Journal, Vol.6(2008), pp.75-76
  39. Price, L. L., E. J. Arnould, and P. Tierney, "Going to extremes：managing service encounters and assessing provider performance", Journal of Marketing, Vol.59, No.2 (1995), pp.83-97
  40. Respício, A. and M. E. Captivo, "Marketing -production interface through an integrated DSS", DSS2004-The 2004 IFIP WG8.3 International Conference on Decision Support Systems, Decision Support in an Uncertain and Complex World, Prato, Italy, 1-3 July, 2004
  41. Saura, I. G., D. S. Frances, G. B. Contri, and M. F. Blasco, "Logistics service quality ：a new way to loyalty", Industrial Management and Data System, Vol.108, No.5 (2008), pp.650-668 https://doi.org/10.1108/02635570810876778
  42. Schneider, B. and D. E. Bowen, "Employee and customer perceptions of service in banks：replication and extension", Journal of Applied Psychology, Vol.70(1985), pp.423-433 https://doi.org/10.1037/0021-9010.70.3.423
  43. Shah, R. and H. Shin, "Relationships among information technology, inventory, and profitability： An investigation of level invariance using sector level data", Journal of Operations Management, Vol.25(2007), pp. 768-784 https://doi.org/10.1016/j.jom.2007.01.011
  44. Shapiro, B. P., "Can Marketing and Manufacturing Coexist?", Harvard Business Review, Vol.55, No.4(1977), pp.104-114
  45. Spohrer, J. and P. P. Maglio, "The Emergence of Service Science：Toward Systematic Service Innovations to Accelerate Co- Creation of Value", Production and Operations Management, Vol.17, No.3(2008), pp. 238-246 https://doi.org/10.3401/poms.1080.0027
  46. Stank, T. P., T. J. Goldsby, S. K. Vickery, and K. Savitskie, "Logistics service performance： estimating its influence on market share", Journal of Business Logistics, Vol.24, No.1(2003), pp.27-55 https://doi.org/10.1002/j.2158-1592.2003.tb00031.x