IDEAS home Printed from
   My bibliography  Save this article

An expanded model of logistics service quality: Incorporating logistics information technology


  • Bienstock, Carol C.
  • Royne, Marla B.
  • Sherrell, Dan
  • Stafford, Thomas F.


This paper discusses recent developments in understanding and measuring logistics service quality (LSQ) and incorporates a framework (technology acceptance model (TAM)) to assess logistics information technology use and acceptance as an essential component of an expanded model of LSQ. The results of our empirical test of the expanded model of LSQ provide an interesting contrast to earlier TAM research with respect to the relationship of the two main TAM constructs of perceived ease of use (PEOU) and perceived usefulness (PU) of information technology with intentions to use information technology tools. Whereas previous TAM research has demonstrated PU as the stronger of the two constructs, our results provided evidence of approximately equal relationships between these two constructs and intentions to use information technology tools. Theoretical and managerial implications of these and other findings are discussed, along with suggestions for future research in this important area.

Suggested Citation

  • Bienstock, Carol C. & Royne, Marla B. & Sherrell, Dan & Stafford, Thomas F., 2008. "An expanded model of logistics service quality: Incorporating logistics information technology," International Journal of Production Economics, Elsevier, vol. 113(1), pages 205-222, May.
  • Handle: RePEc:eee:proeco:v:113:y:2008:i:1:p:205-222

    Download full text from publisher

    File URL:
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    1. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    2. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    3. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    4. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    5. Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Oxford University Press, vol. 20(3), pages 418-430, December.
    Full references (including those not matched with items on IDEAS)


    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.

    Cited by:

    1. Gunasekaran, Angappa & Subramanian, Nachiappan & Papadopoulos, Thanos, 2017. "Information technology for competitive advantage within logistics and supply chains: A review," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 99(C), pages 14-33.
    2. Smith, Rachel & Deitz, George & Royne, Marla B. & Hansen, John D. & Grünhagen, Marko & Witte, Carl, 2013. "Cross-cultural examination of online shopping behavior: A comparison of Norway, Germany, and the United States," Journal of Business Research, Elsevier, vol. 66(3), pages 328-335.
    3. Yew Wong, Chee & Karia, Noorliza, 2010. "Explaining the competitive advantage of logistics service providers: A resource-based view approach," International Journal of Production Economics, Elsevier, vol. 128(1), pages 51-67, November.
    4. Umer Mukhtar & Suleman Anwar, 2016. "Outcome, interaction, environment and relationship quality in service quality interfaces gaps and supply chain competitiveness: a conceptual framework," International Journal of Business Forecasting and Marketing Intelligence, Inderscience Enterprises Ltd, vol. 2(3), pages 248-268.
    5. Yeung, Kwong & Zhou, Honggeng & Yeung, Andy C.L. & Cheng, T.C.E., 2012. "The impact of third-party logistics providers' capabilities on exporters' performance," International Journal of Production Economics, Elsevier, vol. 135(2), pages 741-753.
    6. Hsu, Wen-Kai K. & Huang, Show-Hui S. & Yu, Hong-Fwu, 2009. "Shipper behavior to use EC services in liner shipping," International Journal of Production Economics, Elsevier, vol. 122(1), pages 56-66, November.

    More about this item


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:proeco:v:113:y:2008:i:1:p:205-222. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dana Niculescu). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.