Logistics Service Quality as A Segment-Customized Process  

Oleh:

Mentzer, John T. ; Hult, G. Thomas M. ; Flint, Daniel J.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Marketing (EBSCO) vol. 65 no. 4 (2001), page 82-104.
Topik: logistic; logistics service quality; segment - customized process

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ94.2 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Logistics excellence has become a powerful source of competitive differentiation within diverse marketing offerings of world - class firms. Although researchers have suggested that logistics competencies complement marketing efforts, empirical evidence is lacking on what logistics service quality means to customers and whether it has different meanings for separate customer segments. The authors present empirical support for nine related logistics service quality constructs ; demonstrate their unidimensionality, validity, and reliability across four customer segments of a large logistics organization ; and provide empirical support for a logistics service quality process. Although structural equation modeling offers support for the logistics service quality process across customer segments, the authors find that the relative parameter estimates differ for each segment, which suggests that firms ought to customize their logistics services by customer segments.

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