Toward a multi-sided model of service quality for logistics service providers

Artikel

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. Two internal gaps were found: non-homogeneous expectations between the sales and operations departments, and a communication and knowledge gap between these two entities. The three external gaps between LSPs and customers are a loyalty and corporate brand image gap, an innovation and information technology gap and an information asymmetry gap.

Object Details

• Language: Englisch

References and Relationships

• Bibliographic citation: Journal: Administrative Sciences ; ISSN: 2076-3387 ; Volume: 10 ; Year: 2020 ; Issue: 4 ; Pages: 1-24 ; Basel: MDPI

Classification and Topics

• Classification: Öffentliche Verwaltung
• Subject: LSP ; logistics service ; logistics service quality ; SERVQUAL ; service quality model ; quotation bundling

Contributors, Places and Time

• Event: Geistige Schöpfung
• (who): Wetzel, Philipp ; Hofmann, Erik
• Event: Veröffentlichung
• (who): MDPI
• (where): Basel
• (when): 2020

Further information

• DOI: doi:10.3390/admsci10040079
• Handle: http://hdl.handle.net/10419/240069
• Last update: 10.03.2025, 11:43 AM CET