SHIPPING MANAGERS' PERCEPTIONS ON CUSTOMERS' EXPECTATIONS: A MISLEADING CONCEPT?

Damianos P. Sakas and Terzi Marina
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Damianos P. Sakas: Department of Computer and Technology Science, University of Peloponnesse, Praxitelus89-9, Piraeus, 18532, Greece
Terzi Marina: Business Department, Oxford Brookes University, Headington Campus, Gipsy Lane, Oxford OX3 0BP, UK

Chapter 50 in Marketing and Management Sciences, 2010, pp 285-289 from World Scientific Publishing Co. Pte. Ltd.

Abstract: AbstractThis paper aims at identifying the correlation between shipping managers' perceptions and customers' expectations, which is of the essence since service of high quality is to be delivered. The research was carried out based on ShipServ model with the distribution of questionnaires and the conduction of interviews to six major Greek shipping transportation companies. The outcomes of the research clearly reveal that there is a mismatch between managers' perceptions on customers' expectations, not great is volume though as their mismatch on customers' ending perceived travel value.

Keywords: Management, Organizational Behavior, Marketing; Negotiation, Dynamic Models, International Business, Strategic Business, Human Resource, (search for similar items in EconPapers)
JEL-codes: O30 (search for similar items in EconPapers)
Date: 2010
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