Transportation management oriented for customers: service level desired and perceived

Ricardo Silveira Martins, Wescley Silva Xavier, Osmar Vieira de Souza Filho and Guilherme Silveira Martins

RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), 2011, vol. 15, issue 6, 1100-1119

Abstract: Transport management is traditionally addressed in the literature as a process with its flow contextualized in its operating performance and costs. In this paper, transport is considered as service management, seeking to understand the behavioral aspects of the demand of shippers. We conducted a survey of 400 small and medium-sized Brazilian industrial shippers. The differentiation of services, according to the customers, was obtained by Factor Analysis. The results indicated that the constructs of transport services most valued by shippers were, in order, Security, Reliability, Time, Price, Service for the special needs of customers and Customer Relations, i.e., the shippers showed greater interest in the effectiveness of service. Thus, shippers expect the performance of transport in itself to strengthen the relationship with their customers. Additionally, we detected differences in priorities, according to the groups targeted by the characteristics of customers. The importance attached to the constructs of Security and Reliability can also help understand why many companies maintain their own fleet or establish contracts for the transport of their products.

Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
https://rac.anpad.org.br/index.php/rac/article/view/900/897 (text/html)
https://rac.anpad.org.br/index.php/rac/article/download/900/897 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:abg:anprac:v:15:y:2011:i:6:900

Access Statistics for this article

RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration) is currently edited by Marcelo de Souza Bispo

More articles in RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration) from ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração
Bibliographic data for series maintained by Information Technology of ANPAD ().