THE EMPOWERMENT OF FRONTLINE SERVICE STAFF IN 3PL COMPANIES
研究第三方物流公司如何通过内部沟通、客户服务培训和管理辅导，增强一线员工的服务补救授权，从而提升服务质量。
Research on third‐party logistics (3PL) service providers has focused more on managing customer relationships than on managing the frontline personnel who interact with customers on a daily basis. Thus, even though the overall need for 3PL's to be market‐oriented is well‐recognized, relatively little is known about how 3PL companies support and develop frontline service staff to provide better service. This study draws on 3PL company site managers' responses to a postal survey that examines the influences of internal communication, customer service training and managerial coaching for customer contact employees on the relationship between market orientation and frontline service recovery empowerment.