Durvasula, Srinivas and Lysonski, Steven and Mehta, Subhash C. (2002) Understanding the interfaces: how ocean freight shipping lines can maximise satisfaction. Industrial Marketing Management, 31 (6). pp. 491-504. ISSN 0019-8501
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Identification Number or DOI: doi: 10.1016/S0019-8501(01)00201-2
Physical distribution services are becoming increasingly important as supply chains strive to become more efficient in the logistical flow of goods to industrial customers. Performance of these services, however, takes place during encounters that customers have with various interfacing departments within the firm. These encounters may ultimately determine the level of satisfaction clients have with the service and the concomitant perceived quality. While previous research in this area has focused on service quality assessment, little attention has been given to determining the pattern of interfacing departments that maximize service satisfaction. This study examines a sample of shipping managers in Singapore who evaluated the service dimensions of ocean freight shipping lines (or companies). Using an analytical method called decision tree calculus, this article identifies the combination of interfacing departments that maximize service satisfaction. The results of this approach offer definite guidance to ocean shipping lines in terms of the importance of key interfacing departments in shaping satisfaction and perceived quality. Implications are discussed.
|Item Type:||Article (Commonwealth Reporting Category C)|
|Additional Information:||Permanent restricted access to published version due to publisher copyright policy (Elsevier).|
|Uncontrolled Keywords:||services marketing; service encounters; service quality; service satisfaction; decision tree|
|Fields of Research (FOR2008):||15 Commerce, Management, Tourism and Services > 1507 Transportation and Freight Services > 150799 Transportation and Freight Services not elsewhere classified|
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150309 Logistics and Supply Chain Management
22 Philosophy and Religious Studies > 2203 Philosophy > 220302 Decision Theory
|Socio-Economic Objective (SEO2008):||E Expanding Knowledge > 97 Expanding Knowledge > 970115 Expanding Knowledge in Commerce, Management, Tourism and Services|
|Deposited On:||30 Nov 2007 21:47|
|Last Modified:||09 Oct 2012 09:59|
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