An Exploratory Study of Logistics Service Quality Model

摘要

While logistics services have become a significant source of competitive differentiation between firms, significant challenges exist relative to developing logistics service offerings for the business customers. As a service offering, logistics services are also subject to cultural influences that exist in trade. In this article, we argue that logistics service quality (LSQ) components comprise personnel contact quality, information quality, ordering procedures, order accuracy, order condition, order discrepancy handling, order quality, convenience, agility and timeliness in context of China. This paper presents a hypothesize model of LSQ as a process.