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...