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2018 | OriginalPaper | Buchkapitel

Measuring the Quality of B2B Logistic Services – An Industry-Specific Instrument

verfasst von : Aleksander Lubarski, Katharina Schute

Erschienen in: Dynamics in Logistics

Verlag: Springer International Publishing

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Abstract

Modern service providers are confronted with increasing competitive pressures and highly individualized customer needs. Especially in the business-to-business (B2B) markets, long-term competitiveness is only possible as long as the specific requirements for the service development and provision are met. However, measuring customer satisfaction in the B2B market appears to be not as intuitive, since personal preferences are complemented by company-specific criteria and a buying center consisting of various decision makers. In this paper, we analyze existing methods for measuring service quality and test three of them for their applicability in the real-life context of the logistic domain using expert interviews. The contribution is a refined method, which uses the existing literature as a basis that is enhanced with practical input from industrial logistic service providers.

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Metadaten
Titel
Measuring the Quality of B2B Logistic Services – An Industry-Specific Instrument
verfasst von
Aleksander Lubarski
Katharina Schute
Copyright-Jahr
2018
DOI
https://doi.org/10.1007/978-3-319-74225-0_13