Service level agreements in business relationships

This study analysed the role of SLAs in business relationships in the transport and logistics sector. This paper discussed different forms of relationships and the potential of SLAs in business relationships for the transport and logistics sector. A qualitative analysis is performed on different logistics service providers in the Netherlands. It turns out that SLAs could contribute to the improvement of medium and large sized business relationships in the transport and logistics sector. The scope of business should be of significantly magnitude in order to implement SLAs.