Logistics Flexibility and Customer Satisfaction in Spain’s Furniture Industry

Abstract

The use of flexibility has been analyzed and discussed in the literature as a strategy that produces many competitive advantages and as an essential resource in enterprises for some decades. However, logistics flexibility is a rather recent construct and a variable that has also been considered as a business strategy that produces not only higher competitive advantages but also a higher level of customer satisfaction. Although logistics flexibility has several benefits in enterprises, there is still in the literature a high percentage of ignorance from a considerable amount of organizations about the effects of logistics flexibility in customer satisfaction. For this reason, the main objective of this empirical research is the analysis of the effects of logistics flexibility on the logistics related to customer satisfaction by using a sample of 322 enterprises in furniture industry in Spain. The results obtained provide empirical evidence of the positive and significant effects that logistics flexibility has on the logistics related to customer satisfaction.