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Understanding The Interfaces: How Ocean Freight Shipping Lines Can Maximize Satisfaction, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Understanding The Interfaces: How Ocean Freight Shipping Lines Can Maximize Satisfaction, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Marketing Faculty Research and Publications
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 …
Business To Business Marketing: Service Recovery And Customer Satisfaction Issues With Ocean Shipping Lines, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Business To Business Marketing: Service Recovery And Customer Satisfaction Issues With Ocean Shipping Lines, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Marketing Faculty Research and Publications
The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as claims handling, problem handling and complaint handling are associated with the level of satisfaction of customers. In addition, interfacing departments also have varying association with levels of satisfaction of customers. Finds that users of these services can identify problems they experience with ocean freight shipping services, and this may impact their choice of most …
Testing The Servqual Scale In The Business-To-Business Sector: The Case Of Ocean Freight Shipping Service, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Testing The Servqual Scale In The Business-To-Business Sector: The Case Of Ocean Freight Shipping Service, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Marketing Faculty Research and Publications
A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a cross-sectional sample of 114 business organisations in Singapore, which regularly utilise ocean freight services for their export needs, this study found that the psychometric properties of the SERVQUAL scale are at variance with those found in consumer services settings. Further, the SERVQUAL perceptions scores were found to be a better predictor than the SERVQUAL gap scores. In …