Abstract
In this paper, the authors examine innovation and new service development for regional third party logistics (3PL) firms in Taiwan, Hong Kong, and Sweden. They present a comparative analysis of how regional 3PL firms interact with their clients to generate innovation and new services. The authors discover that the three firms focused on what clients demand and create differentiated services, rather than simply providing standard services. The authors also note that while each firm has developed new services for its clients and thus achieved greater customer satisfaction, the innovative offerings also helped the 3PLs keep existing clients loyal while at the same time attracting new clients.
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