Management Sophistication and Service Performance

Management Sophistication and Service Performance The degree of association between sophistication in distributionmanagement and service performance differs across industries. Whilethere are significant associations with some of the indicators ofmanagement sophistication in all three industries used in this study,there was no consistency in the results. The only industry for whichthere was statistical support for a positive association betweenmanagement sophistication and service performance is foodstuffs. Eventhis only indicates poor service providers were less sophisticatedmanagement. For all three industry groups there is evidence thatfactors, other than the level of management sophistication, haveinfluenced the service rankings. The differences in the relevantimportance of customer service and the various elements of distributionservice may be one such factor. The inconclusiveness of associationresults may have been contributed to by the failure to take into accountinterrelationships between various subsets of management variables. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Physical Distribution & Logistics Management Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-0035
DOI
10.1108/09600039110003134
Publisher site
See Article on Publisher Site

Abstract

The degree of association between sophistication in distributionmanagement and service performance differs across industries. Whilethere are significant associations with some of the indicators ofmanagement sophistication in all three industries used in this study,there was no consistency in the results. The only industry for whichthere was statistical support for a positive association betweenmanagement sophistication and service performance is foodstuffs. Eventhis only indicates poor service providers were less sophisticatedmanagement. For all three industry groups there is evidence thatfactors, other than the level of management sophistication, haveinfluenced the service rankings. The differences in the relevantimportance of customer service and the various elements of distributionservice may be one such factor. The inconclusiveness of associationresults may have been contributed to by the failure to take into accountinterrelationships between various subsets of management variables.

Journal

International Journal of Physical Distribution & Logistics ManagementEmerald Publishing

Published: Apr 1, 1991

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