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

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

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    File URL: http://www.sciencedirect.com/science/article/B6VF8-4P8B0RH-F/1/83afd1f4b3a633d69a8713afc74d96d9
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    Article provided by Elsevier in its journal International Journal of Production Economics.

    Volume (Year): 113 (2008)
    Issue (Month): 1 (May)
    Pages: 205-222

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    Handle: RePEc:eee:proeco:v:113:y:2008:i:1:p:205-222
    Contact details of provider: Web page: http://www.elsevier.com/locate/ijpe

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    1. Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, University of Chicago Press, vol. 20(3), pages 418-30, December.
    2. 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.
    3. 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.
    4. 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.
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