Logistics Service Quality: Searching for New Drivers of 3PL Customers’ Satisfaction

Ivan Russo (), Barbara Gaudenzi (), Ilenia Confen Te () and Antonio Borghesi ()
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Ivan Russo: University of Verona
Barbara Gaudenzi: University of Verona
Ilenia Confen Te: University of Verona
Antonio Borghesi: University of Verona

A chapter in LISS 2014, 2015, pp 383-387 from Springer

Abstract: Abstract Despite a fairly rich research tradition dedicated to service quality and customer satisfaction in logistics, much of the focus has remained on service quality in buyer–supplier relationships, and only to a lesser extent has it addressed third-party logistics relationships. This study investigates perceived satisfaction, defined as the degree to which a logistics customer is satisfied with a third-party logistics provider’s overall performance in the outsourcing relationship, and provides relevant insights for scholars and managers. Our study has advanced Logistics Service Quality beyond previous literature, adding two new relevant drivers (returns management and reputation) with significant impacts on perceived satisfaction among 3PL customers.

Keywords: Logistics outsourcing; Logistics service; Quality third-party logistics (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-662-43871-8_56

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DOI: 10.1007/978-3-662-43871-8_56

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