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Logistic service measurement: a reference framework
10 references·16 citing·37 second hop
Logistic service measurement: a reference framework (2004)Logistic service measurement: a reference…USING THE BALANCED SCORECARD TO MEASURE SUPPLY CHAIN PERFORMANCE. (2000)USING THE BALANCED SCORECARD …Measuring supply chain performance (1999)Measuring supply chain perfor…Supply Chain Management: Implementation Issues and Research Opportunities (1998)Supply Chain Management: Impl…Supply chain design and analysis: (1998)Supply chain design and analy…The balanced scorecard: Translating strategy into action (1997)The balanced scorecard: Trans…Performance measurement system design (1995)Performance measurement syste…A Review and Evaluation of Logistics Performance Measurement Systems (1995)A Review and Evaluation of Lo…A Review and Evaluation of Logistics Metrics (1994)A Review and Evaluation of Lo…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Examining the effect of logistics service quality on customer satisfaction and re-use intention (2023)Examining the effect of logis…The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator (2020)The impact of airline service…Service supply chain: from bibliometric analysis to content analysis, current research trends and future research directions (2020)Service supply chain: from bi…Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach (2020)Logistics service quality and…RESEARCH IN LOGISTICS SERVICE QUALITY: A SYSTEMATIC LITERATURE REVIEW (2019)RESEARCH IN LOGISTICS SERVICE…Nonlinear antecedents of customer satisfaction and loyalty in third-party logistics services (3PL) (2017)Nonlinear antecedents of cust…Measurement of logistics service quality in freight forwarding companies (2016)Measurement of logistics serv…Using system dynamics in warehouse management: a fast‐fashion case study (2011)Using system dynamics in ware…Selecting logistics providers in Thailand: a shippers' perspective (2011)Selecting logistics providers…Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships (2010)Service quality and its relat…Performance measurement in humanitarian supply chains (2009)Performance measurement in hu…Logistics performance measurement in the supply chain: a benchmark (2009)Logistics performance measure…Development of a service quality scale for pharmaceutical supply chains (2009)Development of a service qual…Ground handling services at European hub airports: Development of a performance measurement system for benchmarking (2008)Ground handling services at E…Transforming the supply chain (2006)Transforming the supply chainPerformance measurement practices in manufacturing firms: an empirical investigation (2006)Performance measurement pract…The balanced scorecard : measures that drive performance (1992)The balanced scorecard--measures that drive performance. (1992)The machine that changed the world (1992)Management control systems and strategy: A resource-based perspective (2005)The impact of supply chain integration on performance: A contingency and configuration approach (2009)Information Distortion in a Supply Chain: The Bullwhip Effect (1997)The impact of supply chain management practices on competitive advantage and organizational performance (2004)Supply chain collaboration: Impact on collaborative advantage and firm performance (2010)Logistics and Supply Chain Management (2021)Using the balanced scorecard as a strategic management system (1996)What is the Right Supply Chain for Your Product (1997)Defining the concept of supply chain quality management and its relevance to academic and industrial practice (2004)A review of performance measurement: Towards performance management (2005)Responsive supply chain: A competitive strategy in a networked economy☆ (2007)Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)The Nature of the Firm (1937)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Process innovation: reengineering work through information technology (1993)Issues in Supply Chain Management (2000)Arcs of integration: an international study of supply chain strategies (2001)Towards a theory of supply chain management: the constructs and measurements (2004)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)A Strategic Framework for Customer Relationship Management (2005)Measuring Organizational Performance: Towards Methodological Best Practice (2009)Supplier logistics performance measurement: Indications from a study in the automotive industry (2003)Developing environmental supply chain performance measures (2010)A review on supply chain performance measures and metrics: 2000‐2011 (2012)Evaluation and improvement of manufacturing performance measurement systems ‐ the role of OEE (1999)Humanitarian supply chain management: a thematic literature review and future directions of research (2018)The relationship between environment and logistics performance: Evidence from Asian countries (2018)Performance measurement for green supply chain management (2005)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1997The balanced scorecard: Translating strategy into action8,199 cited
  • 1995Performance measurement system design3,257 cited
  • 1998Supply Chain Management: Implementation Issues and Research Opportunities2,437 cited
  • 1999Measuring supply chain performance2,328 cited
  • 1998Supply chain design and analysis:1,843 cited
  • 2000USING THE BALANCED SCORECARD TO MEASURE SUPPLY CHAIN PERFORMANCE.620 cited
  • 1995A Review and Evaluation of Logistics Performance Measurement Systems180 cited
  • 1994A Review and Evaluation of Logistics Metrics178 cited

Cited by

  • 2010Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships147 cited
  • 2020The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator139 cited
  • 2011Selecting logistics providers in Thailand: a shippers' perspective88 cited
  • 2009Logistics performance measurement in the supply chain: a benchmark75 cited
  • 2023

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Examining the effect of logistics service quality on customer satisfaction and re-use intention
71 cited
  • 2011Using system dynamics in warehouse management: a fast‐fashion case study71 cited
  • 2017Nonlinear antecedents of customer satisfaction and loyalty in third-party logistics services (3PL)70 cited
  • 2020Service supply chain: from bibliometric analysis to content analysis, current research trends and future research directions68 cited
  • 2008Ground handling services at European hub airports: Development of a performance measurement system for benchmarking67 cited
  • 2009Performance measurement in humanitarian supply chains67 cited
  • 2019RESEARCH IN LOGISTICS SERVICE QUALITY: A SYSTEMATIC LITERATURE REVIEW67 cited
  • 2006Transforming the supply chain64 cited
  • 2016Measurement of logistics service quality in freight forwarding companies64 cited
  • 2006Performance measurement practices in manufacturing firms: an empirical investigation53 cited
  • 2020Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach53 cited
  • 2009Development of a service quality scale for pharmaceutical supply chains44 cited