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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 …
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 …
Relationships Between Servqual Dimensions And Organizational Performance In The Case Of A Business-To-Business Service, Subhash C. Mehta, Srinivas Durvasula
Relationships Between Servqual Dimensions And Organizational Performance In The Case Of A Business-To-Business Service, Subhash C. Mehta, Srinivas Durvasula
Marketing Faculty Research and Publications
A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business-to-business context. Presents an application of SERVQUAL as a measure of service quality in Ocean Freight Services. Based on a cross-section sample of 114 business organizations in Singapore, which regularly utilize ocean freight services for their export needs, the study asked shipping lines for their heaviest used export routes and provide their overall evaluation of services provided by their preferred suppliers. Respondents also evaluated various interfacing departments in the shipping line and SERVQUAL measures on various service quality dimensions. …