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Outcome, interaction, environment and relationship quality in service quality interfaces gaps and supply chain competitiveness: a conceptual framework

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  • Umer Mukhtar
  • Suleman Anwar

Abstract

The aim of study is to explore and propose the role of outcome, interaction, and environmental quality in the interfaces gap of service quality in the presence of third party logistics on supply chain competitiveness with mediating role of relationship quality. It is a propositional paper, in which the implications of service quality parameters in the interfaces within the supply chain are hypothesised and proposed to study and empirically investigated in future. A very few studies of service quality in the context of whole supply chain integration, collaboration, and performance exist in the supply chain literature. This study posits a significant contribution towards the managing service quality within supply chain context.

Suggested Citation

  • 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.
    • Handle: RePEc:ids:ijbfmi:v:2:y:2016:i:3:p:248-268
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    References listed on IDEAS

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    1. Calabrese, Armando, 2012. "Service productivity and service quality: A necessary trade-off?," International Journal of Production Economics, Elsevier, vol. 135(2), pages 800-812.
    2. 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.
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