The role of 3PL service quality: examining its antecedents and impact on customer relationships, supply chain performance and competitive advantage

Purpose This study aims to develop and empirically test a comprehensive framework examining both the antecedents and outcomes of 3PL service quality in supply chain relationships. It investigates how relationship orientation and IT integration shape the quality of services offered by third-party logistics providers. Furthermore, it explores the effects of 3PL service quality on customer satisfaction, mutual loyalty, supply chain performance, competitive advantage and firm performance. By adopting a multidimensional approach, the study addresses key gaps in the literature and offers actionable insights for researchers and practitioners. Design/methodology/approach The proposed conceptual framework incorporates eight factors and was examined using a structured questionnaire, which was distributed to supply chain managers and CEOs of 385 Greek manufacturing companies that make use of 3PL services. The final sample of 168 useable questionnaires was analysed using the “Structural Equation Modelling” technique. The study is empirical (based on primary data), explanatory (examines cause and effect relationships), deductive (tests research hypotheses) and quantitative (includes the analysis of quantitative data collected with the use of a structured questionnaire). Findings The level of service quality provided by a 3PL company depends upon the relationship that is built with its customers and the level of information technology integration that has been established between these two companies. Moreover, results underline the significant impact of “3PL service quality” on enhancing supply chain performance and firm performance. These insights emphasize the strategic importance of fostering long-term partnerships, integrating IT systems and enhancing service quality to optimize supply chain and firm performance. Originality/value The present study investigates the concept of service quality in the 3PL industry, filling several research gaps in the relevant literature. The development of a measurement scale for the concept of “3PL service quality” is among the main contributions of the present study, since such a measurement tool does not yet exist. Moreover, the contemporary studies of the field are scarce and inconclusive; hence, the present study aims at enhancing the empirical literature. Finally, the newly developed conceptual framework aspires to provide a tool for practitioners.