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Keywords:

  • customer contact employees;
  • delivery personnel;
  • logistics service quality;
  • multilevel modeling;
  • truck drivers

This study investigates how and under what conditions delivery persons, specifically truck drivers of a supplier firm, affect customers’ purchase behavior in industrial customer–supplier relationships. Drawing on service quality and customer contact literature, we test a proposed theoretical model that suggests a positive direct effect of personal contact quality (provided by a delivery person) on sales as well as three situational constraints that determine the occurrence and strength of the direct effect.