Measuring physical distribution service quality
CC Bienstock, JT Mentzer, MM Bird - Journal of the Academy of marketing …, 1997 - Springer
CC Bienstock, JT Mentzer, MM Bird
Journal of the Academy of marketing Science, 1997•SpringerThe quality of the physical distribution service industrial purchasers receive from suppliers
has been shown to be an important consideration in industrial purchasing decisions. To
better understand the criteria used to assess physical distribution service quality, the authors
examined the literature on physical distribution and service quality and conducted interviews
with purchasing managers. Based on the results of the literature reviews and interviews,
plus a two-step data-gathering process, a valid and reliable measurement instrument for …
has been shown to be an important consideration in industrial purchasing decisions. To
better understand the criteria used to assess physical distribution service quality, the authors
examined the literature on physical distribution and service quality and conducted interviews
with purchasing managers. Based on the results of the literature reviews and interviews,
plus a two-step data-gathering process, a valid and reliable measurement instrument for …
Abstract
The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service quality, the authors examined the literature on physical distribution and service quality and conducted interviews with purchasing managers. Based on the results of the literature reviews and interviews, plus a two-step data-gathering process, a valid and reliable measurement instrument for perceptions of physical distribution service quality (PDSQ) was developed and refined.
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