Item Type | Journal paper |
Abstract | The aim of this research was to identify quality discrepancies in the existing service offerings of logistics service providers (LSPs). A multi-sided model of service quality (SERVQUAL) highlighting existing gaps in service provision was developed. A qualitative case study approach was employed, and the data were analyzed via a pattern-matching technique. The contribution to the literature is twofold. First, the study transferred the original service quality model developed in the 1980s from a business-to-consumer context to a business-to-business context that is specific to LSPs. Second, the results provide a means of closing the identified service quality gaps arising in an LSP context. |
Authors | Wetzel, Philipp & Hofmann, Erik |
Projects | Hofmann, Prof. Dr. Erik & Wetzel, M.A. HSG Philipp (2016) Cross-European Supply Chain Finance Research [applied research project] Official URL |
Journal or Publication Title | Administrative Sciences |
Language | English |
Subjects | business studies |
HSG Classification | contribution to scientific community |
HSG Profile Area | SoM - Business Innovation |
Refereed | Yes |
Date | 12 October 2020 |
Volume | 10 |
Number | 79 |
Page Range | 1-24 |
Number of Pages | 24 |
ISSN | 2076-3387 |
Publisher DOI | https://doi.org/10.3390/admsci10040079 |
Official URL | https://www.mdpi.com/2076-3387/10/4/79 |
Depositing User | M.A. HSG Philipp Wetzel |
Date Deposited | 10 Oct 2020 11:02 |
Last Modified | 12 Oct 2020 10:19 |
URI: | https://www.alexandria.unisg.ch/publications/261184 |
DownloadFull text not available from this repository.CitationWetzel, Philipp & Hofmann, Erik (2020) Toward A Multi-Sided Model of Service Quality for Logistics Service Providers. Administrative Sciences, 10 (79). 1-24. ISSN 2076-3387 Statisticshttps://www.alexandria.unisg.ch/id/eprint/261184
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