Abstract
In the logistics service industry, the rapid advancement of Information Technology (IT) has cultivated a competitive dynamic that promotes uptake of logistics information technologies by Logistics Service Providers (LSPs). However, there remain many LSPs who have yet to embrace IT and thus have not realized their fullest competitiveness and financial success. This research conceptualizes the role of IT in logistics operations and investigates the degree to which IT, its usage, and its capabilities can affect LSP performance and competitiveness. The research interviews a logistics operations manager and the findings support that a firm's performance and competitive advantage are influenced by IT usage and (especially) capability. As IT capability complements service processes and allows for innovation in services, this research and suggested future research provide not only theoretical and technological but also managerial implications.