Enhancing Dyadic Performance Through Boundary Spanners and Innovation: An Assessment of Service Provider–Customer Relationships

Thumbnail Image
Supplemental Files
Major Professor
Committee Member
Journal Title
Journal ISSN
Volume Title
Grawe, Scott
Department Chair
Ralston, Peter
Associate Professor
Research Projects
Organizational Units
Organizational Unit
Supply Chain Management
Supply chain management is an integrated program of study concerned with the efficient flow of materials, products, and information within and among organizations. It involves the integration of business processes across organizations, from material sources and suppliers through manufacturing, and processing to the final customer. The program provides you with the core knowledge related to a wide variety of supply chain activities, including demand planning, purchasing, transportation management, warehouse management, inventory control, material handling, product and service support, information technology, and strategic supply chain management.
Journal Issue
Is Version Of

Firms recognize that working together through collaborative relationships offers potential benefits such as improving cooperation, information sharing, and overall performance. An additional and extremely valuable benefit of working together is the potential for creating innovative business approaches and solutions. Thus, developing external linkages has become a higher priority within many organizations. Boundary spanning employees offer one means of achieving closer cross‐firm relationships. We investigate the roles of boundary spanners by examining service providers and their relationships with customers. More specifically, we examine boundary spanning employees that are physically on‐site at customer facilities. Results provide strong support that boundary spanners perceiving higher levels of external organizational support from a client subsequently develop affective commitment to the customer. This, in turn, drives knowledge exchange and logistics innovation. A relationship between logistics innovation and performance (of service providers and of customers) was also found. Managerial implications of the research findings are discussed and suggestions presented covering future research.


This accepted article is published as Grawe, S.J., Daughterty, P. J., Ralston, P.M., Enhancing Dyadic Performance through Boundary Spanners and Innovation: An Assessment of Service Provider-Customer Relationships. Journal of Business Logistics. 2015, 36(1); 88-101. DOI: 10.1111/jbl.12077. Posted with permission.

Thu Jan 01 00:00:00 UTC 2015