Toward A Multi-Sided Model of Service Quality for Logistics Service Providers
Journal
Administrative Sciences
ISSN
2076-3387
Type
journal article
Date Issued
2020-10-12
Author(s)
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.
Funding(s)
Language
English
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Refereed
Yes
Volume
10
Number
79
Start page
1
End page
24
Pages
24
Official URL
Subject(s)
Division(s)
Eprints ID
261184