Publication Details

E. Anderson, T. Coltman, T. Devinney, J. Gattorna and B. Keating, Designing 3PL Services: Valuable insights from customers, Centre for Business Service Science, University of Wollongong, November 2007, 34p.


As markets become more global and competition continues to intensify, firms are beginning to realize that competition is not exclusively a firm versus firm domain but a “supply chain against supply chain” phenomenon. For the providers of supply chain services the implications of even a modest increase in strategic importance implies greater complexity, as their operations are now more important to a thickening web of stakeholders that are more discerning and market literate. In this study we seek to open the black box of customer demand by identifying those factors that contribute most to the selection of a supply chain supplier.