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RESEARCH PRODUCT

The impact of IT and customer orientation on building trust and commitment in the supply chain

Amparo CerveraIrene GilMarta Frasquet

subject

MarketingEconomics and EconometricsSupply chain managementbusiness.industryBondSupply chainInformation technologyStructural equation modelingCost savingsCustomer orientationBusinessBusiness and International ManagementMarketingIndustrial organizationCommunication channel

description

The application of information technologies (IT) to logistics activities may have benefits beyond cost savings, as it can create bonds between the supply chain partners. The objective of this paper is to analyse the influence of customer orientation on the application of IT to the supply chain and of these on the development of channel relationships based on trust and commitment. A questionnaire-based personal survey was conducted among manufacturers. Structural equation modelling was used to test the hypothesis contained in the theoretical model. The results indicate that customer orientation affects the application of IT to logistics, and IT has a positive impact on manufacturer and supplier commitment to the relationship.

yearjournalcountryeditionlanguage
2008-07-01The International Review of Retail, Distribution and Consumer Research
https://doi.org/10.1080/09593960802114164