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Logistics Service Quality: Searching for New Drivers of 3PL Customers’ Satisfaction

In: Liss 2014

Author

Listed:
  • Ivan Russo

    (University of Verona)

  • Barbara Gaudenzi

    (University of Verona)

  • Ilenia Confen te

    (University of Verona)

  • Antonio Borghesi

    (University of Verona)

Abstract

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 buyer–supplier 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 provider’s overall performance in the outsourcing relationship, and provides relevant insights for scholars and managers. Our study has advanced Logistics Service Quality beyond previous literature, adding two new relevant drivers (returns management and reputation) with significant impacts on perceived satisfaction among 3PL customers.

Suggested Citation

  • Ivan Russo & Barbara Gaudenzi & Ilenia Confen te & Antonio Borghesi, 2015. "Logistics Service Quality: Searching for New Drivers of 3PL Customers’ Satisfaction," Springer Books, in: Zhenji Zhang & Zuojun Max Shen & Juliang Zhang & Runtong Zhang (ed.), Liss 2014, edition 127, pages 383-387, Springer.
    • Handle: RePEc:spr:sprchp:978-3-662-43871-8_56
    DOI: 10.1007/978-3-662-43871-8_56
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