PL EN


Preferencje help
Widoczny [Schowaj] Abstrakt
Liczba wyników
Tytuł artykułu

On logistics service quality evaluation - case study

Treść / Zawartość
Identyfikatory
Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
This research intends to identify and analyze quality performance measurements used in logistics service companies. As a result, author presents the main definitions of quality and logistics service quality. Later, author investigates the main evaluation models and measures of logistics service quality which are known in the literature. In the next step, there are presented obtained quality analysis results in comparison with the knowledge about the case company present condition. The chosen case company is one of the biggest transport and logistics service providers operating in Poland.
Rocznik
Strony
45--56
Opis fizyczny
Bibliogr. 25 poz.
Twórcy
Bibliografia
  • [1] American Society for Quality Online Glossary, 2011, available at: http://asq.org/glossary/.
  • [2] R. G. Batson, K. D. McGough, A new direction in quality engineering: supply chain quality modelling, International Journal of Production Research, 2007, Vol. 45, No. 23, pp. 5455-5464.
  • [3] B. M. Beamon, Supply Chain Design and Analysis: Models and Methods, International Journal of Production Economic, 1998, Vol. 55, No. 3: 281-294.
  • [4] R. Bhagwat, M. K. Sharma, Performance measurement of supply chain management: A balanced scorecard approach, Computers and Industrial Engineering, 2007, Vol. 53, pp. 43-62.
  • [5] C. C. Bienstock, M. B. Royne, D. Sherrell, T. F. Stafford, An expanded model of logistics service quality: Incorporating logistics information technology, International Journal of Production Economics, 2008, Vol. 113, pp. 205-222.
  • [6] A. Bora, S. Chiamsiri D. Krairit, Developing Key performance indicators for performance controlling of a supply chain, Proceedings of the Fifth Asia Pacific Industrial Engineering and Management Systems Conference, 2004.
  • [7] M. K. Brady, J. J. Cronin, R. R. Brand, Performance-only measurement of service quality: a replication and extension, Journal of Business Research, 2002, Vol. 55, pp. 17-31.
  • [8] Ch. Caplice, Y. Sheffi, A Review and Evaluation of Logistics Performance Measurement Systems, TheInternational Journal of Logistics Management, 1995, Vol. 6, No 1, pp. 61-74.
  • [9] Ch. Caplice, Y. Sheffi, A Review and Evaluation of Logistics Metrics, The International Journal of Logistics Management, 1994, Vol. 5, No 2, pp. 11-28.
  • [10] A. Cierniak, Logistics processes’ quality assessment in the example of X company (in Polish), MA thesis (unpublished), Wroclaw University of Technology, Wroclaw, 2010.
  • [11] J. J. Cronin, Jr., S. A. Taylor, Measuring Service Quality: a Reexamination and Extension, Journal of Marketing, 1992, Vol. 56, pp. 55-68.
  • [12] L. A. Fish, Supply Chain Quality Management In: D. Onkal, Supply Chain Management – Pathways for Research and Practice, InTech 2011.
  • [13] F. Franceschini, C. Rafele, Quality evaluation in logistic services, International Journal of Agile Management Systems, 2000, 2/1, pp. 49-53.
  • [14] A. Ghobadian, S. Speller, M. Jones, Service Quality Concept and Models, International Journal of Quality and Reliability Management, 1994, Vol. 11, No. 9, pp. 43-66.
  • [15] A. Gunasekaran, C. Patel, E. McGaughey, A framework for supply chain performance measurement, International Journal of Production Economics, 2004, Vol. 87, pp. 333-347.
  • [16] J. T. Mentzer, D. J. Flint, G. T. M. Hult, Logistics Service Quality as a Segment-Customized Process, Journal of Marketing, 2001, pp. 82-104.
  • [17] J. T. Mentzer, D. J. Flint, J. L. Kent, Developing a logistics service quality scale, Journal of Business Logistics, 1999, Vol. 20, No. 1, pp. 9-32.
  • [18] R. Millen, M. Maggard, The change in quality practices in logistics: 1995 versus 1991, Total Quality Management, 1997, Vol. 8, No. 4, pp. 173-179.
  • [19] R. Millen, A. Sohal, S. Moss, Quality management in the logistics function: an empirical study, International Journal of Quality and Reliability Management, 1999, Vol. 16, No.2, pp. 166-180.
  • [20] A. Parasuraman, V. A. Zeithaml, L. L. Berry, Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research, Journal of Marketing, 1994, Vol. 58, pp. 111-124.
  • [21] A. Parasuraman, V. A. Zeithaml, L. L. Berry, A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 1985, Vol. 49, pp. 41-50.
  • [22] I. G. Saura, D. S. Frances, G. B. Conri, M. F. Blasco, Logistics service quality: a new way to loyalty, Industrial Management and Data Systems, 2008, Vol. 108, No. 5, pp. 650-668.
  • [23] N. Seth, S. G. Deshmukh, P. Vrat, A conceptual model for quality of service in the supply chain, 2006, Vol. 36, No. 7, pp. 547-575.
  • [24] T. P. Stank, T. J. Goldsby, K. Savitskie, Logistics service performance: estimating its influence on market share, Journal of Business Logistics, 2003, Vol. 24, No. 1, pp. 27-55.
  • [25] R. K. Teas, Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality, Journal of Marketing, 1993, Vol. 57, pp. 18-34.
Typ dokumentu
Bibliografia
Identyfikator YADDA
bwmeta1.element.baztech-article-BPW6-0023-0005
JavaScript jest wyłączony w Twojej przeglądarce internetowej. Włącz go, a następnie odśwież stronę, aby móc w pełni z niej korzystać.