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Logistics service quality: conceptual model and empirical evidence
16 references·16 citing·36 second hopsampled
Logistics service quality: conceptual model and empirical evidence (2013)Logistics service quality: conceptual mod…Journal of Business Logistics (2018)Journal of Business LogisticsLOGISTICS SERVICE PERFORMANCE: ESTIMATING ITS INFLUENCE ON MARKET SHARE (2003)LOGISTICS SERVICE PERFORMANCE…The perceived service quality concept – a mistake? (2001)The perceived service quality…Logistics Service Quality as a Segment-Customized Process (2001)Logistics Service Quality as …Customer satisfaction with services: putting perceived value into the equation (2000)Customer satisfaction with se…Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry (1999)Effect of service supplier pe…Measuring physical distribution service quality (1997)Measuring physical distributi…Measuring Physical Distribution Service Quality (1996)Measuring Physical Distributi…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Two Approaches to Service Quality Dimensions (1991)Two Approaches to Service Qua…Structural Equations with Latent Variables. (1991)Structural Equations with Lat…International Journal of Physical Distribution and Logistics Management (1990)International Journal of Phys…Structural Equations with Latent Variables (1989)Structural Equations with Lat…Physical Distribution Service: A Fundamental Marketing Concept? (1989)Physical Distribution Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Examining the effect of logistics service quality on customer satisfaction and re-use intention (2023)Examining the effect of logis…Exploring relationships between service quality dimensions and customers satisfaction: empirical study in context to Indian logistics service providers (2022)Exploring relationships betwe…Evaluation of fresh food logistics service quality using online customer reviews (2021)Evaluation of fresh food logi…Developing a Sustainable Logistics Service Quality Scale for Logistics Service Providers in Egypt (2021)Developing a Sustainable Logi…Assessment of logistics service quality dimensions: a qualitative approach (2021)Assessment of logistics servi…Logistics reorganization and management of the ambulatory pharmacy of a local health unit in Portugal (2020)Logistics reorganization and …Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers (2020)Customers perception on logis…The effect of green shipping practices on multinational companies’ loyalty in Malaysia (2019)The effect of green shipping …RESEARCH IN LOGISTICS SERVICE QUALITY: A SYSTEMATIC LITERATURE REVIEW (2019)RESEARCH IN LOGISTICS SERVICE…Investigating the Impact Factors of the Logistics Service Supply Chain for Sustainable Performance: Focused on Integrators (2019)Investigating the Impact Fact…Revealing the impact of operational logistics service quality on omni-channel capability (2018)Revealing the impact of opera…Logistics Capability, Supply Chain Uncertainty and Risk, and Logistics Performance: An Empirical Analysis of Australian Courier Industry (2018)Logistics Capability, Supply …Models and Methods of Measuring the Quality of Logistic Service (2017)Models and Methods of Measuri…Measurement of logistics service quality in freight forwarding companies (2016)Measurement of logistics serv…Applying a Kansei engineering-based logistics service design approach to developing international express services (2015)Applying a Kansei engineering…Environmental considerations and trade-offs in purchasing of transportation services (2014)Environmental considerations …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)Value-Based Differentiation in Business Relationships: Gaining and Sustaining Key Supplier Status (2005)On the contingent value of dynamic capabilities for competitive advantage: The nonlinear moderating effect of environmental dynamism (2013)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Quality, satisfaction and behavioral intentions (2000)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior (2000)Influence of Corporate Social Responsibility on Loyalty and Valuation of Services (2005)A Marketing Approach to the Tourist Experience (2007)Strategic Management and Marketing in the Service Sector (1984)Value in use through service experience (2008)Service brand equity and employee brand commitment (2010)Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market (2013)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)lavaan : An R Package for Structural Equation Modeling (2012)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Customer repurchase intention (2003)Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour (2005)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Personalization versus Privacy: An Empirical Examination of the Online Consumer’s Dilemma (2005)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Reporting reliability, convergent and discriminant validity with structural equation modeling: A review and best-practice recommendations (2023)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)PLS-SEM: Indeed a Silver Bullet (2011)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1989Structural Equations with Latent Variables17,500 cited
  • 1991Structural Equations with Latent Variables.17,443 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 2018Journal of Business Logistics2,522 cited
  • 2000Customer satisfaction with services: putting perceived value into the equation1,832 cited
  • 2001Logistics Service Quality as a Segment-Customized Process1,008 cited
  • 1991Two Approaches to Service Quality Dimensions709 cited
  • 2001The perceived service quality concept – a mistake?491 cited
  • 2003LOGISTICS SERVICE PERFORMANCE: ESTIMATING ITS INFLUENCE ON MARKET SHARE427 cited
  • 1996Measuring Physical Distribution Service Quality371 cited
  • 1990International Journal of Physical Distribution and Logistics Management338 cited
  • 1997Measuring physical distribution service quality329 cited
  • 1989Physical Distribution Service: A Fundamental Marketing Concept?305 cited

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  • 1999Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry287 cited
  • Cited by

    • 2023Examining the effect of logistics service quality on customer satisfaction and re-use intention71 cited
    • 2019RESEARCH IN LOGISTICS SERVICE QUALITY: A SYSTEMATIC LITERATURE REVIEW67 cited
    • 2022Exploring relationships between service quality dimensions and customers satisfaction: empirical study in context to Indian logistics service providers65 cited
    • 2017Models and Methods of Measuring the Quality of Logistic Service65 cited
    • 2016Measurement of logistics service quality in freight forwarding companies64 cited
    • 2018Revealing the impact of operational logistics service quality on omni-channel capability62 cited
    • 2014Environmental considerations and trade-offs in purchasing of transportation services53 cited
    • 2015Applying a Kansei engineering-based logistics service design approach to developing international express services44 cited
    • 2021Developing a Sustainable Logistics Service Quality Scale for Logistics Service Providers in Egypt44 cited
    • 2021Assessment of logistics service quality dimensions: a qualitative approach41 cited
    • 2019Investigating the Impact Factors of the Logistics Service Supply Chain for Sustainable Performance: Focused on Integrators39 cited
    • 2019The effect of green shipping practices on multinational companies’ loyalty in Malaysia38 cited
    • 2018Logistics Capability, Supply Chain Uncertainty and Risk, and Logistics Performance: An Empirical Analysis of Australian Courier Industry37 cited
    • 2020Logistics reorganization and management of the ambulatory pharmacy of a local health unit in Portugal35 cited
    • 2020Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers34 cited
    • 2021Evaluation of fresh food logistics service quality using online customer reviews33 cited