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The purpose of this paper is to illustrate how a systematic application of middle-range theorizing, which pays particular attention to contexts and mechanisms, can be used to extend current knowledge on logistics customer service (LCS) in a number of critical areas.

The paper applies Stank et al.’s (2017) framework for middle-ranging theorizing in logistics to develop a research framework and agenda that can guide future LCS research. Results are generated through a review of the LCS literature and an application of the main concepts of middle-range theorizing.

The paper outlines opportunities for middle-range research that would extend LCS knowledge in the areas of human and behavioral factors, time-based competition, supply chain complexity, and digitization and technological innovation.

Describing the main characteristics of middle-range theorizing and how middle-range theorizing can be fruitfully applied to LCS research should help to stimulate new knowledge creation in this important area of supply chain logistics management.

By focusing on why and when questions, middle-range theorizing engages with the practical realities of LCS that interest managers and students. Middle-range theorizing moves researchers toward developing a detailed understanding of what actually has to change in order for desired LCS-related outcomes to occur and the contextual factors likely impacting the change process. The paper should, therefore, allow managers to better translate LCS theory into action.

Middle-range theorizing remains new to the supply chain logistics field. The application of middle-range theorizing to LCS research, and logistics research more generally, demands new perspectives on established relationships with the potential to drive original research in areas most relevant to managers.

This study aims to examine the performance implications of an information governance (IG) framework for managing, controlling access to and securing information, focusing on (1) the performance benefits of an organization's IG orientation and (2) how the configuration of IG orientation and supply chain (SC) strategy type relate to performance outcomes.

This study leverages multiple secondary sources for US hospitals, serving as the context for the study. It also employs cluster analysis to develop an SC strategy taxonomy, namely sophisticated and delivery-focused SC strategies. The proposed research model is tested using a robust regression to mitigate the influence of outliers and produce more accurate estimates.

IG orientation is positively associated with financial performance and patient experience, and IG-oriented hospitals with a sophisticated SC strategy realize more financial benefits and achieve better patient care experiences compared to other configurations. Regardless of SC strategy type, IG-oriented hospitals offer better care experiences than non-IG-oriented hospitals.

This paper offers empirical evidence that a hospital's IG orientation and SC strategy jointly affect financial outcomes and patient experience. For hospitals, an organization-wide framework for governing information streamlines both intra- and inter-organizational information flows and improves care delivery throughout a patient's care experience.

This is one of a few studies that empirically examine the performance implications of governance of information in the domain of supply chain management (SCM). This study also develops an SC strategy taxonomy for the healthcare context and offers a springboard for research in service SC strategy.

As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences. However, little research has explored the implications of social media use within a hospital context. The purpose of this paper is to investigate a hospital’s customer engagement through social media and its association with customers’ experiential quality. Also, this study examines the role of a hospital’s service characteristics, which could shape the nature of the interactions between patients and the hospital.

Data from 669 hospitals with complete experiential quality and demographic data were collected from multiple sources of secondary data, including the rankings of social media friendly hospitals, the Hospital Compare database, the Center for Medicare and Medicaid (CMS) cost report, the CMS impact file, the Healthcare Information and Management Systems Society Analytics database and the Dartmouth Atlas of Health Care. Specifically, the authors designed the instrumental variable estimate to address the endogeneity issue.

The empirical results suggest a positive association between a hospital’s social media engagement and experiential quality. For hospitals with a high level of service sophistication, the association between online engagement and experiential quality becomes more salient. For hospitals offering various services, offline engagement is a critical predictor of experiential quality.

A hospital with more complex services should make efforts to engage customers through social media for better patient experiences. The sample is selected from databases in the US, and the databases are cross-sectional in nature.

Not all hospitals may be better off improving the patient experience by engaging customers through social media. Therefore, practitioners should exercise caution in applying the study’s results to other contexts and in making causal inferences.

The current study delineates customer engagement through social media into online and offline customer engagement. This study is based on the theory of customer engagement and reflects the development of mobile technology. Moreover, this research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital’s social media and experiential quality.

The purpose of this paper is to propose a scalable conceptual framework for governance of supply chain (SC) information flows by re-contextualizing the organizational concept of information governance as an SC concept.

This study leverages the strategy-structure-process-performance (SSPP) theory base to explain how effective SC information governance relates to improved internal SC performance. Via an in-depth literature review followed by conceptual theory building, the key features of organizational-level information governance are cast into a theoretical framework.

This study presents the theoretical framework that explains how SC information governance should contribute to improved internal SC performance. The proposed framework provides a theoretical basis for future research on SC information governance and would become a useful first step to extend the concept of SC information governance at the SC level.

SC managers should be aware that information governance mechanisms, rather than the management of basic, information flow-directed processes, to yield the best performance outcomes. Because of the numerous touch points information has in complex SCs, managing the quality of SC information through broader, higher-level governance standards is more important than maximizing connectivity and information flows, and information governance structures/policies across organizations should be designed accordingly.

This study theoretically links SC information governance and internal SC performance via information quality. It also advances the understanding of SC information flow by challenging the implicit but flawed assumption that uniformity of information quality within the supply chain to create the best outcomes.

The purpose of this paper is to demonstrate the strategic alignment between product variety and supply chain (SC) focus through cost leadership or differentiation to improve business performance.

The research investigated product variety-related capabilities and strategies in SCs including level of variety, SC agility, SC cost efficiency, cost leadership, differentiation and business performance, and aimed to justify the theory by testing structural equation modelling using survey data from the UK and South Korea.

Differentiation links high product variety and agile SC while cost leadership is aligned with low product variety and SC efficiency. High product variety negatively impacts on cost leadership strategy. Also, product variety should be mediated by cost leadership or differentiation strategy to improve business performance. Companies in South Korea display higher SC agility, cost leadership and cost efficiency than companies in the UK, while the UK companies exhibit a higher level of product variety and differentiation than those in South Korea.

The findings contribute to theoretical development of variety issues at the alignment of business strategy and SC management according to the level of product variety.

The findings can help international companies set up specific variety-related strategies to achieve global competitiveness.

The purpose of this paper is to shed light on the body of logistics customer service (LCS) research published in leading logistics journals from 1990 to 2017. Specifically, the paper presents a call to arms for logistics and supply chain researchers to address new and emerging issues impacting customer service in the age of omnichannel and e-commerce retailing.

The authors reviewed academic journals to identify articles focusing on LCS from 1990 through 2017. The authors noted trends in academic research activity/focus and supplemented the findings by examining more recent trends covered in trade publication articles.

The authors observed a large amount of LCS research in the early 1990s and 2000s, but noticed a substantial decline in coverage within academic journals since the late 2000s while industry continues to give customer service issues even greater attention. The difference between the level of coverage within academic journals and the increased importance firms place on customer service represents a critical gap and opportunity for scholars. This research represents a “call to arms” to address this gap. With particular emphasis on observed customer impatience and escalating requests, within omni- and e-commerce channels of distribution, we suggest greater theoretical insights into customer service strategies and their role in successfully navigating today’s changing logistics service environment are needed.

The review serves as a call for more attention to customer service issues within leading logistics journals. Suggestions for research into new and emerging topics are offered.