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 buyer–supplier 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 provider’s overall performance in the outsourcing relationship, and provides relevant insights for scholars and managers.

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

RUSSO, IVAN;GAUDENZI, Barbara;CONFENTE, Ilenia;BORGHESI, Antonio
2015-01-01

Abstract

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 buyer–supplier 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 provider’s overall performance in the outsourcing relationship, and provides relevant insights for scholars and managers.
2015
978-3-662-43870-1
outsourcing logistico; logistics service quality; 3pl; b2b relationships
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11562/763961
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