The rest of our paper is structured as follows. In the following section, we briefly
review the related literature in supply-chain management to ground our proposed
model linking customer focus, supply-chain relational capabilities, customer service,
and financial performance. Then, we develop the logic of the substantive relationships
among these variables and offer testable hypotheses. This is followed by an
explanation of our research methodology, including data collection procedure,
construct measurement, and hypothesis testing. We then report the results of our
analysis, and conclude the paper with a discussion of our study findings, highlight
some limitations of the paper, and offer suggestions for future research and practice.