Customer Service Responsiveness in Logistics Outsourcing Contracts: The Influence of Job Autonomy and Role Clarity among On-site Representatives

This research examines the role of individuals in managing relationships between logistics service providers and their customers. Using self-determination theory’s principles of psychological empowerment and employee stewardship, the study considers the autonomy of boundary spanners (implants) and the level of clarity in the individual’s role and the resulting impact on implants’ efforts toward customer service responsiveness. Survey responses were collected from implants in a logistics setting to test the proposed relationships. Findings show that as implants are given more autonomy in their job function and as the clarity of their roles increases, they are willing to become more responsive to customer needs. A discussion of the results and managerial implications are also offered.