Toward A Multi-Sided Model of Service Quality for Logistics Service Providers

Item Type Journal paper

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
Official URL
Depositing User M.A. HSG Philipp Wetzel
Date Deposited 10 Oct 2020 11:02
Last Modified 12 Oct 2020 10:19


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Wetzel, 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

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