Inter‐firm customer knowledge sharing in logistics services: an empirical study

Abstract

PurposeThe purpose of this paper is to examine customer knowledge sharing between a buyer of a logistics service and the logistics service provider (LSP). The authors attempt to fill the gap in current research by investigating inter‐firm customer knowledge sharing.Design/methodology/approachA survey study was conducted. Data were collected from buyers of logistic services. Confirmatory factor analysis and multiple regression were used to analyze data and test hypotheses.FindingsResults suggest that open and fluent communication mediates the relationship between customer knowledge sharing and satisfaction with a logistics service provider. In addition, the close relationship with the logistics service provider is needed to strengthen the relationship between customer knowledge sharing and satisfaction with the logistics service provider.Research limitations/implicationsThis study provided new empirical evidence concerning inter‐firm customer knowledge sharing. The authors suggest that logistic service providers should be incorporated into the customer knowledge management process to ensure open and fluent communication about customers.Practical implicationsThis study provides practical insights for companies that sell logistic services.Originality/valueCustomer knowledge sharing has been largely studied in an intra‐firm context, for instance information sharing between marketing and research and development departments. This research extends the concept of customer knowledge sharing to the inter‐firm context.