The Role of Extranets in Delivering Customer Service

References

• LaLonde, B. and P.H. Zinszer. Customer Service: Meaning and Measurement. Chicago: National Council of Physical Distribution Management, 1976.
   Google Scholar
• Schary, P. and B. Becker. “The Impact of Stock-out on Market Share: Temporal Effects,” Journal of Business Logistics, 1:1, 1979, pp. 31–43.
   Google Scholar
• Sheth, J. “A Model of Industrial Buyer Behavior,” Journal of Marketing, 37, October 1973, pp. 50–56.
   Web of Science ®Google Scholar
• Perrault, W. and F. Russ. “Physical Distribution Service in Industrial Purchase Decisions,” Journal of Marketing, 40, April 1976, pp. 3–10.
   Web of Science ®Google Scholar
• Jackson, D., J. Keith, and R. Burdick. “Examining the Relative Importance of Physical Distribution Service Elements,” Journal of Business Logistics, 7:2, 1986, pp. 14–32.
   Google Scholar
• O'Sullivan, D. “Logistics in Europe – The Vision and the Reality,” Logistics Information Management, 10:1, 997, pp. 14–19.
   Google Scholar
• Scarborough, M. and J. Spatarella. “Getting Behind the Business of Electronic Commerce,” Journal of Cash Management, 18:4, 1998, pp. 42–46.
   Google Scholar
• Franceschini, F. and C. Rafele. “Quality Evaluation in Logistic Services,” International Journal of Agile Management Systems, 2:1, 2000, pp. 49–56.
   Google Scholar
• Sterling, J.U. and D.M. Lambert. “Customer Service Research, Present and Future,” International Journal of Physical Distribution and Materials Management, 19:2, 1989, pp. 3–23.
   Google Scholar
• Harrington, T.C. and D.M. Lambert. “Establishing Customer Service Strategies within the Marketing Mix: More Empirical Evidence,” Journal of Business Logistics, 19:2, 1989, pp. 3–23.
   Google Scholar
• Innis, D.E. and B.J. LaLonde. “Customer Service: The Key to Customer Satisfaction, Customer Loyalty and Market Share,” Journal of Business Logistics, 15:1, 1994, pp. 1–27.
   Google Scholar
• Marr, N.E. “Do Managers Know What Service Their Customers Require?” International Journal of Physical Distribution and Logistics Management, 24:4, 1994, pp. 24–31.
   Google Scholar
• Livingstone, G. “Measuring Customer Service in Distribution,” International Journal of Distribution and Logistics Management, 22:4, 1992, pp. 4–6.
   Google Scholar
• Collins, A., M. Henchion, and P. O'Reilly. “Logistics Customer Service: Performance of Irish Food Exporters,” International Journal of Retail and Distribution Management, 29:1, 2001, pp. 6–15.
   Google Scholar
• Emerson, C.J. and C.M. Grimm. “Logistics and Marketing Components of Customer Service: An Empirical Test of the Mentzer, Gomes and Krapfel Model,” International Journal of Physical Distribution & Logistics Management, 26:8, 1996, pp. 29–42.
   Google Scholar
• Christopher, M., A. Payne, and D. Ballantyne. Relationship Marketing: Bringing Quality Customer Service and Marketing Together. Oxford: Butterworth-Heinemann, 1994.
   Google Scholar
• Peak, D. and S. Guynes. “The I.T. Alignment Planning Process,” Journal of Computer Information Systems, 44:1, 2003, pp. 9–15.
   Web of Science ®Google Scholar
• Lings, I. “Internal Marketing and Supply Chain Management,” Journal of Services Marketing, 14:1, 2000, pp. 27–43.
   Google Scholar
• Boronico, J. and D. Bland. “Customer Service: The Distribution of Seasonal Food Products under Risk,” British Food Journal, 99:5, 1997, pp. 168–176.
   Google Scholar
• Siau, K. “Interorganizational Systems and Competitive Advantages – Lessons from History,” Journal of Computer Information Systems, 44:1, 2003, pp. 33–40.
   Web of Science ®Google Scholar
• Grönroos, C. “Service Management: A Management Focus for Service Competition,” International Journal of Service Industry Management, 1:1, 1990.
   Google Scholar
• Schlossberg, H. “Satisfying Customers is a Minimum: Your Really Have to ‘Delight’ Them,” Marketing News, 24, May 28, 1990, pp. 10–11.
   Google Scholar
• Mano, H. and R. Oliver. “Assessing the Dimensionality and Structure of Consumption Experience: Evaluation, Feeling and Satisfaction,” Journal of Consumer Research, 20, December 1993, pp. 451–466.
   Web of Science ®Google Scholar
• Zeithaml, V., A. Parasuraman, and L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free, 1990.
   Google Scholar
• Handfeld, R.B. and E.L. Nichols. Introduction to Supply Chain Management. Englewood Cliffs, NJ: Prentice Hall, 1999.
   Google Scholar
• Shellhase, R., P. Hardock, and M. Ohlwein. “Customer Satisfaction in Business to Business Marketing: The Case of Retail Organizations and their Suppliers,” Journal of Business and Industrial Marketing, 15:2–3, 2000, pp. 106–121.
   Google Scholar
• Christopher, M. Logistics and Supply Chain Management: Strategies for Reducing Costs and Improving Services, 2nd ed. London: Financial Times Prentice Hall, Pearson Education.
   Google Scholar
• Perry, M. and A.S. Sohal. “Quick Response Practices and Technologies in Developing Supply Chains,” International Journal of Physical Distribution and Logistics, 30:7/8, 2000, pp. 627–639.
   Google Scholar
• Egan, J. “Drivers to Relational Strategies in Retailing,” International Journal of Retail and Distribution Management, 28:8, 2000, pp. 35–42.
   Google Scholar
• Graham, G. and G. Hardaker. “Supply Chain Management Across the Internet,” International Journal of Physical Distribution and Logistics Management, 30: 3/4, 2000, pp. 286–296.
   Google Scholar
• Premkumar, G.P. “Interorganization Systems and Supply Chain Management: An Information Processing Perspective,” Information Systems Management, Summer 2000, pp. 56–69.
   Google Scholar
• Anandarajan, M., A. Anandarajan, and H.J. Wen. “Extranets: A Tool for Cost Control in a Value Chain Framework,” Industrial Management Systems, 98:2, 1998, pp. 120–128.
   Google Scholar
• Dalton, G. “Extranets make an Impact,” Information Week, November 17, 1997, pp. 4–10.
   Google Scholar
• Flanagan, P. “The 10 Hottest Technologies in Telecom,” Telecommunications, May 1997, pp. 25–321
   Google Scholar
• Frost, M. “Extranets: A Big Boom – Especially for Small Companies,” HR Magazine, January 1998, pp. 31–42.
   Google Scholar
• McCarthy, S.P. “Welcome to the Extranet,” Logistics Management, May 1997, pp. 66–72.
   Google Scholar
• Schnaidt, P. “Extranets Give Businesses the Edge,” Network Computing, July 15, 1997, pp. 109–122.
   Google Scholar
• Tweeny, D. “Internet Commerce: Artfully, Profitably Working on the Web,” InfoWorld, September 8, 1997, pp. 70–77.
   Google Scholar
• Vlosky, R.P. “E-business in the Forest Products Industry,” Forest Products Journal, 9:10, 1999, pp. 12–21.
   Google Scholar
• Vlosky, R.P., R. Fontenot, and L. Blalock. “Extranets: Impacts on Business Practices and Relationships,” Journal of Business and Industrial Marketing, 15:6, 2000, pp. 438–457.
   Google Scholar
• Jap, S.D. and J.J. Mohr. “Leveraging Internet Technologies in B2B Relationships,” California Management Review, 44:4, Summer 2002, pp. 24–38.
   Web of Science ®Google Scholar
• Porter, M.E. “Strategy and the Internet,” Harvard Business Review, March 2001, pp. 63–78.
   Google Scholar
• Phan, D.D. “E-business Management Strategies: A Business to Business Case Study,” Information Systems Management, Fall 2001, pp. 4, 18.
   Google Scholar
• Keskinocak, P. and S. Tayur. “Qualitative Analysis for Internet-enabled Supply Chains,” Interfaces, 31:2, March-April 2001, pp. 70–89.
   Web of Science ®Google Scholar
• Dou, W. and D.C. Chou. “A Structural Analysis of Business-to-Business Digital Markets,” Industrial Marketing Management, 31, 2002, pp. 165–176.
   Web of Science ®Google Scholar
• Sawney, M. and S. Kaplan. “Let's Get Vertical,” Business 2.0, September 1999, pp. 84–124.
   Google Scholar
• Youngdahl, W.E. and P.S. Loomba. “Service-driven Global Supply Chains,” International Journal of Service Industry Management, 11:4, 2000, pp. 329–347.
   Google Scholar
• Patmore, B. and D.H. Renner. Closer to the Customer, Closer to the Goal: Customer Relationship Management Demands a Process-centered Approach. Anderson Consulting, 2000.
   Google Scholar
• Zsidisin, G., M. Jun, and L. Adams. “The Relationship Between Information Technology and Service Quality in the Dual-direction Supply-chain,” International Journal of Service Industry Management, 11:4, 2000, pp. 312–328.
   Google Scholar
• Heskett, J.L. “Controlling Customer Logistics Service,” International Journal of Physical Distribution and Logistics Management, 24:4, 1994, pp. 4–10.
   Google Scholar
• Bowersox, D.J. and D.J. Closs. Logistical Management: The Integrated Supply Chain Process. Singapore: McGraw-Hill International, 1996.
   Google Scholar