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Journal article
Empirical determination of shipper requirements for motor carrier services: SERVQUAL, direct questioning, and policy capturing methods
Journal of business logistics, Vol.19(1), p.139
01/01/1998
Abstract
Managers in the trucking industry gather information to help define and satisfy customer requirements. Whether the perspective is total quality management or the marketing concept, how the information is gathered and used affects the quality of performance throughout the supply chain. Three methods for eliciting service quality information from shippers were examined in this research: 1. SERVQUAL, 2. policy capturing, and 3. direct questioning. The results of this comparison of service-quality information gathering methods has implications for trucking managers, as well as for future research in the area of logistics service quality and supply chain management.
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Details
- Title
- Empirical determination of shipper requirements for motor carrier services: SERVQUAL, direct questioning, and policy capturing methods
- Publication Details
- Journal of business logistics, Vol.19(1), p.139
- Resource Type
- Journal article
- Publisher
- Blackwell Publishing Ltd
- Copyright
- © Blackwell Publishing Ltd.
- Identifiers
- 99380550896106600
- Academic Unit
- Commerce; Lewis Bear Jr. College of Business
- Language
- English