About   |   Newsletter
Demand & Supply Chain Management Evolution

Document Detail
Language: English

Logistics service quality: searching for new drivers of 3PL customers satisfaction (2014)


Company: Università di Verona - LogiMaster

Logistics management is a key determinant of customer satisfaction across the supply chain, and the role of third-party logistics service providers is especially crucial. Despite a fairly rich research tradition dedicated to service quality and customer satisfaction in logistics, much of the focus has remained on service quality in buyersupplier relationships, and only to a lesser extent has it addressed third-party logistics relationships. This study investigates perceived satisfaction, defined as the degree to which a logistics customer is satisfied with a third-party logistics providers overall performance in the outsourcing relationship, and provides relevant insights for scholars and managers.



read the full document >>
(external link)
Consult Università di Verona - LogiMaster Documents in:

Other Documents of
Università di Verona - LogiMaster
in English

After-sales service as a driver for word-of-mouth and customer satisfaction: insights from the automotive industry

CSCMP Global Perspectives. Italy.

Customer Value Perspective in Managing Returns: A Case Study from the Italian Footwear Industry

Diagnosing the supply chain

Diagnosing the Supply Chain. Global Perspectives: Italy

Effective Returns Management: Enhancing Retailer – Supplier Relationships

From e-marketplace to e-supply chain: re-conceptualizing the relationship between virtual and physical processes.

Integrating Product, In formation and Financial Flows in the Returns Management Process

Investigating Sales Management Role in Commercial Returns: Enhancing the changes of cusomer needs

Lean and/or agile supply chain management: model application for the service industry

Logistics service quality: searching for new drivers of 3PL customers’ satisfaction

Managing risks behind returns flow at the interface between strategy and operations

Managing risks in the supply chain using the AHP method

Order Placement And Distribution: Their Impact On Satisfaction And Word Of Mouth

Product Returns and Customer Value: A Footware Industry Case

Reshaping The Interface Between Marketing And Operations In Globalizing Furniture Supply Chains

Returns Management as a Supply Chain Process: A Look at Marketing/Logistics Integration in Italian Firms

Service Supply Chains Intermediation: The Middle Men Perspective

Supply Chain Risk & Returns Management (SCR2M)

The returns management process in supply chain strategy

The role of functional integration in managing commercial returns in the fashion industry

What Do We Really Know About What We Know? The Nature of Relationship Governance in the Reverse Supply Chain