Failure Recovery Management in Performance of Logistics Services in a B2B Context: A Case Study Using the 3PL Perspective
DOI:
https://doi.org/10.12660/joscmv1n1p29-40Keywords:
Logistics services, customer service, failure recovery, B2B relationship, customer satisfactionAbstract
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.Downloads
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