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Toward a Multi-Sided Model of Service Quality for Logistics Service Providers

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Listed:
  • Philipp Wetzel

    (Institute of Supply Chain Management, University of St. Gallen, 9000 St. Gallen, Switzerland)

  • Erik Hofmann

    (Institute of Supply Chain Management, University of St. Gallen, 9000 St. Gallen, Switzerland)

Abstract

The aim of this research was to identify quality discrepancies in the existing service offerings of logistics service providers (LSPs). A multi-sided model of service quality (SERVQUAL) highlighting existing gaps in service provision was developed. A qualitative case study approach was employed, and the data were analyzed via a pattern-matching technique. The contribution to the literature is twofold. First, the study transferred the original service quality model developed in the 1980s from a business-to-consumer context to a business-to-business context that is specific to LSPs. Second, the results provide a means of closing the identified service quality gaps arising in an LSP context. Two internal gaps were found: non-homogeneous expectations between the sales and operations departments, and a communication and knowledge gap between these two entities. The three external gaps between LSPs and customers are a loyalty and corporate brand image gap, an innovation and information technology gap and an information asymmetry gap.

Suggested Citation

  • Philipp Wetzel & Erik Hofmann, 2020. "Toward a Multi-Sided Model of Service Quality for Logistics Service Providers," Administrative Sciences, MDPI, vol. 10(4), pages 1-24, October.
    • Handle: RePEc:gam:jadmsc:v:10:y:2020:i:4:p:79-:d:426345
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    References listed on IDEAS

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