Abstract
Modern service providers are confronted with increasing competitive pressures and highly individualized customer needs. Especially in the business-to-business (B2B) markets, long-term competitiveness is only possible as long as the specific requirements for the service development and provision are met. However, measuring customer satisfaction in the B2B market appears to be not as intuitive, since personal preferences are complemented by company-specific criteria and a buying center consisting of various decision makers. In this paper, we analyze existing methods for measuring service quality and test three of them for their applicability in the real-life context of the logistic domain using expert interviews. The contribution is a refined method, which uses the existing literature as a basis that is enhanced with practical input from industrial logistic service providers.
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Lubarski, A., Schute, K. (2018). Measuring the Quality of B2B Logistic Services – An Industry-Specific Instrument. In: Freitag, M., Kotzab, H., Pannek, J. (eds) Dynamics in Logistics. LDIC 2018. Lecture Notes in Logistics. Springer, Cham. https://doi.org/10.1007/978-3-319-74225-0_13
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DOI: https://doi.org/10.1007/978-3-319-74225-0_13
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