About the authors
Augustine A. Lado (PhD, University of Memphis) is Professor and the Richard ‘55 and Joy Dorf
Chair in Innovation and Entrepreneurship at Clarkson University School of Business.
Interdisciplinary in scope, his research focuses on investigating how firms create and capture
value and gain sustainable advantage through competition and collaboration. His published
scholarship appears in the Academy of Management Review, Strategic Management Journal,
Journal of Operations Management and Journal of Management, among others.
Antony Paulraj (DBA, Cleveland State University) is an Associate Professor of Operations
Management at the Coggin College of Business, University of North Florida. His research
interests include supply chain management, inter-organizational systems, strategic supply
management, and sustainable supply chain management. His articles appear in International
Journal of Operations & Production Management, International Journal of Production Research,
Journal of Business Logistics, Journal of Operations Management, Journal of Supply Chain
Management and Transportation Journal, among others. Antony Paulraj is the corresponding
author and can be contacted at: apaulraj@unf.edu
Injazz J. Chen (DBA, University of Kentucky) is Nance Distinguished Professor of Supply
Chain Management in the Nance College of Business Administration at Cleveland State
University, where he received several awards for research and teaching excellence. Focusing on
the areas of supply chain management and sustainable supply chains, Dr Chen’s recent research
findings appear in the Journal of Operations Management, Journal of Supply Chain Management,
International Journal of Production Research and International Journal of Operations &
Production Management, among others.
Customer service (a¼0.83)
CS1: Rapid confirmation of customer orders
CS2: Rapid handling of customer complaints
CS3: Customer satisfaction
Financial performance (a¼0.97)
FP1: Return on investment
FP2: Profits as a percent of sales
FP3: Firm’s net income before tax Table AII.
To