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Logistics Service Abilities : An Empirical Study of Its Impact on Service Quality in China

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2 Author(s)
Yan Xiu-xia ; Management School. Shandong University of Technology, Zibo, 255012, China. Email: ; Sima Zhongwen

Buyers' expectations regarding customer service have increased dramatically in recent years. Request for tailored or customized service often represent standard business practice today. Empirical research was undertaken to examine: (1) if there are different types of logistics service providers in China, and (2) whether a proposed linkage between logistics abilities and logistics service quality could be documented in this paper. The results show that there are three discernable types of logistics service providers, according to the logistics capacities and logistics capabilities displayed by each type. Further, strong support was found for a linkage between the logistics capabilities and the service quality, weak support was found for a linkage between the logistics capacities and the service quality by using the structural equation model.

Published in:

Service Operations and Logistics, and Informatics, 2007. SOLI 2007. IEEE International Conference on

Date of Conference:

27-29 Aug. 2007