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Model of instruments for measuring the quality of logistics services in the coopetition of enterprises

Frąś Józef

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2023

z. 173

145--159

Aim: The idea, and at the same time the aim of the paper, was to develop a model of instruments dedicated to the assessment and improvement of the quality of logistics services in coopetition and this goal was achieved. The presented article features, against the background of the coopetition of enterprises in a network, essential instruments for measuring the quality of logistics services both from the point of view of its essence as well as an innovative form of relationship, i.e. in the coopetition of enterprises in which logistics services, especially their quality, are of fundamental importance. Design/methodology/approach: Literature critical analysis. Analysis of international literature from databases as well as exploratory own research work and expert analyses. Results: The article presents the results of conceptual research on the use of an original model of instruments for measuring and improving the quality of logistics services in the coopetition of enterprises in the Deming Cycle standard and the ISO 9001 quality management system. Originality/value: Model of instruments for measuring, evaluating and improving the quality of services in competitive cooperation. The obtained results attest to the cognitive and practical value of the developed model of instruments.