A Step Toward Defining a Customer‐centric Taxonomy for Managing Logistics Personnel

To retain competitive viability, some progressive warehouses and distribution centers are expanding services and adopting a customer orientation. Through cluster and ANOVA analyses, three distinct classifications of frontline logistics managers are disclosed and compared with respect to their perceived levels of internal customer orientation toward their subordinates, common performance indicators, and other demographic and organizational‐type variables. Important differences exist among the groups; however, logistics managers in all three clusters score relatively well in most areas explored.