Becoming a “World Class” Company With Logistics Service Quality

Becoming a “World Class” Company With Logistics Service Quality A “world class” organization must provide high levels of logistics service quality to customers. Knowledge of customer expectations and an understanding of the firm's performance on logistics service attributes relative to competitors are vital to achieving service excellence. Research studies in four industries identify the most important logistics service attributes in business‐to‐business settings. There is consistency across industries in terms of the attributes considered most important by customers. Typically, vendors within an industry do not perform up to customer expectations, which provides the opportunity for a firm to gain a competitive advantage over industry rivals. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The International Journal of Logistics Management Emerald Publishing

Becoming a “World Class” Company With Logistics Service Quality

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0957-4093
DOI
10.1108/09574099210804822
Publisher site
See Article on Publisher Site

Abstract

A “world class” organization must provide high levels of logistics service quality to customers. Knowledge of customer expectations and an understanding of the firm's performance on logistics service attributes relative to competitors are vital to achieving service excellence. Research studies in four industries identify the most important logistics service attributes in business‐to‐business settings. There is consistency across industries in terms of the attributes considered most important by customers. Typically, vendors within an industry do not perform up to customer expectations, which provides the opportunity for a firm to gain a competitive advantage over industry rivals.

Journal

The International Journal of Logistics ManagementEmerald Publishing

Published: Jan 1, 1992

Keywords: Distribution management; Service quality assurance; Business‐to‐business marketing; Service delivery

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