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Language: English

Logistics service quality: searching for new drivers of 3PL customers satisfaction (2014)


Università di Verona - LogiMaster

Logistics management is a key determinant of customer satisfaction across the supply chain, and the role of third-party logistics service providers is especially crucial. 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 buyersupplier 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 providers overall performance in the outsourcing relationship, and provides relevant insights for scholars and managers.


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