MEASURING CUSTOMERS' PERCEPTIONS OF LOGISTICS SERVICE QUALITY OF 3PL SERVICE PROVIDERS

Journal of Business Logistics

Volumn 28, Issue 2, 2007, Pages 159-175

  Rafiq, Mohammed ^a   Jaafar, Harlina S ^b  

^a LOUGHBOROUGH UNIVERSITY   (United Kingdom)

^b UNIVERSITI TEKNOLOGI MARA   (Malaysia)

Author keywords

Customers' perceptions; Logistics service quality (LSQ); Service quality; Third party logistics

Indexed keywords

EID: 44849138004     PISSN: 07353766     EISSN: 21581592     Source Type: Journal    
DOI: 10.1002/j.2158-1592.2007.tb00062.x     Document Type: Article

References (46)

1. Anonymous (1999), “UK Top on Outsourcing,” Supply Management, Vol. 4, No. 14, pp. 13.
2. Anonymous (2004), “Challenges Lie Ahead for British 3PLs,” Logistics Management (2002), Vol. 43, No. 11, pp. E71–73.
3. Anderson, James C. and David W. Gerbing (1982), “Some Methods for Respecifying Measurement Models to Obtain Unidimensional Construct Measurement,” Journal of Marketing Research, Vol. 19, No. 4, pp. 453–60.
4. Armstrong, J. Scott and Terry S. Overton (1977), “Estimating Non-Response Bias in Mail Surveys,” Journal of Marketing Research, Vol. 14, No. 3, pp. 396–402.
5. Bagozzi, Richard P. and Youjae Yi (1988), “On the Evaluation of Structural Equation Models,” Journal of Academy of Marketing science, Vol. 16, No. 1, pp. 74–94.
6. Baumgartner, Hans and Christian Homburg (1996), “Applications of Structural Equation Modeling in Marketing and Consumer Research: A Review,” International Journal of Research in Marketing, Vol. 13, No. 2, pp. 139–161.
7. Bentler Peter M. (1990), “Comparative Fit Indexes in Structural Models,” Psychological Bulletin, Vol. 107, No. 2, pp. 238–246.
8. Bentler, Peter M. and Douglas G. Bonett (1980), “Significance Tests and Goodness-of-Fit in the Analysis of Covariance Structures,” Psychological Bulletin, Vol. 88, No. 3, pp. 588–606.
9. Bentler, Peter M. and Chih-Ping Chou (1987), “Practical Issues in Structural Modeling,” Sociological Methods and Research, Vol. 16, No. 1, pp. 78–117.
10. Bienstock, Carol C., John T. Mentzer, and Monroe M. Bird (1997), “Measuring Physical Distribution Service Quality,” Journal of Academy of Marketing Science, Vol. 25, No. 1, pp. 31–44.
11. Bollen Kenneth A. (1986), “Sample Size and Bentler and Bonett's Non-Normed Fit Index,” Psychometrika, Vol. 51, No. 3, pp. 375–377.
12. Boyson, Sandor, Thomas Corsi, Martin Dresner, and Elliot Rabinovich (1999), “Managing Effective Third Party Logistics Relationships: What Does it Take? Journal of Business Logistics, Vol. 20, No. 1, pp. 73–100.
13. Browne, Michael W. and Robert Cudeck (1993), “Alternative Ways of Assessing Model Fit,” in Kenneth S. Bollen and J. Scott Long eds., Testing Structural Models, Newbury Park, CA: Sage Publications, Inc.
14. Byrne, Barbara M. (2001), Structural Equation Modeling with AMOS - Basic Concepts, Applications and Programming, Mahwah, NJ: Lawrence Erlbaum Associates, Inc.
15. Chin Wynne W. (1998), “Issues and Opinion on Structural Equation Modeling,” MIS Quarterly, Vol. 22, No. 1, pp. 7–16.
16. Dabholkar Pratibha A. (1994), “Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes,” Journal of Consumer Research, Vol. 21, No. 1, pp. 100–118.
17. Daugherty, Patricia J., Theodore P Stank, and Alexander E. Ellinger (1998), “Leveraging Logistics/ Distribution Capabilities: The Impact of Logistics Service on Market Share,” Journal of Business Logistics, Vol. 19, No. 2, pp. 35–51.
18. Department for Transport (2004), Transport of Goods by Road in Great Britain: 2003, London: HMSO.
19. Dillman, Don A. (2000), Mail and Internet Surveys - The Tailored Design Method, New York: Wiley.
20. Dunn, Steven C., Robert F. Seaker, and Matthew A. Waller (1994), “Latent Variables in Business Logistics Research: Scale Development and Validation,” Journal of Business Logistics, Vol. 15, No. 2, pp. 145–172.
21. Fan, Xitao, Bruce Thompson, and Lin Wang (1999), “Effects of Sample Size, Estimation Methods, and Model Specification on Structural Equation Modeling Fit Indexes,” Structural Equation Modeling, Vol. 6, No. 1, pp. 56–83.
22. Fornell, Claes and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, Vol. 18, No. 3, pp. 39–50.
23. Gerbing, David W. and James C. Anderson (1988), “An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment,” Journal of Marketing Research, Vol. 25, No. 2, pp. 186–192.
24. Grayson, Kent and Tim Ambler (1999), “The Dark Side of Long-Term Relationships in Marketing Services,” Journal of Marketing Research, Vol. 36, No. 1, pp. 132–141.
25. Griffis, Stanley E., Thomas J. Goldsby, and Martha Cooper (2003), “Web-Based and Mail Surveys: A Comparison of Response, Data, and Cost,” Journal of Business Logistics, Vol. 24, No. 2, pp. 237–258.
26. Grönroos Christian (1984), “A Service Quality Model and Its Marketing Implications,” European Journal of Marketing, Vol. 18, No. 4, pp. 36–44.
27. Hair, Joseph F., Rolph E. Anderson., Ronald L. Tatham, and William C. Black (1998), Multivariate Data Analysis, Upper Saddle River, NJ: Prentice Hall.
28. Hu, Li-tze T. and Peter M. Bentler (1995), “Evaluating Model Fit,” in R.H. Hoyle ed., Structural Equation Modeling: Concepts, Issues, and Applications, Thousand Oaks, CA: Sage Publications, Inc., pp. 76–99.
29. Hu, Li-tze T. and Peter M. Bentler (1999), “Cut-off Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives,” Structural Equation Modeling, Vol. 6, No. 1, pp. 1–55.
30. Innis, David E. and Bernard J. La Londe (1994), “Customer Service: The Key to Customer Satisfaction, Customer Loyalty, and Market Share,” Journal of Business Logistics, Vol. 15, No. 1, pp. 1–27.
31. Knemeyer, Michael A., Thomas M Corsi, and Paul R Murphy (2003), “Logistics Outsourcing Relationships: Customer Perspectives,” Journal of Business Logistics, Vol. 24, No. 1, pp. 77–109.
32. Lindsay, R. Murray and Andrew S.C. Ehrenberg (1993), “The Design of Replicated Studies,” The American Statistician, Vol. 47, No. 3, pp. 217–228.
33. Loehlin, John C. (1998), Latent Variables Models: An Introduction to Factor, Path and Structural Analysis, 3rd Ed. Mahwah, NJ: Lawrence Erlbaum Associates.
34. Malhotra, Naresh K. (1998), Marketing Research: An Applied Orientation, Upper Saddle River, New Jersey: Prentice Hall.
35. Marsh, Herbert W. and Dennis Hocevar (1985), “Application of Confirmatory Factor Analysis to the Study of Self-Concept: First and Higher Order Factor Models and Their Invariance Across Groups,” Psychological Bulletin, Vol. 97, No. 3, pp. 562–582.
36. Mentzer, John T., Carol C. Bienstock, and Kenneth B. Kahn (1993), “Customer Satisfaction/Service Quality Research: The Defense Logistics Agency,” Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Vol. 6, pp. 43–49.
37. Mentzer, John T. and Daniel J. Flint (1997), “Validity in Logistics Research,” Journal of Business Logistics, Vol. 18, No. 1, pp. 199–216.
38. Mentzer, John T., Daniel J. Flint, and John L. Kent (1999), “Developing A Logistics Service Quality Scale,” Journal of Business Logistics, Vol. 20, No. 1, pp. 9–32.
39. Mentzer, John T., Daniel J. Flint, and Tomas M. Hult (2001), “Logistics Service Quality as a Segment-Customized Process,” Journal of Marketing, Vol. 65, No. 4, pp. 82–104.
40. Mentzer, John T., Roger Gomes, and Robert E. Krapfel (1989), “Physical Distribution Service: A Fundamental Marketing Concept? Journal of the Academy of Marketing Science, Vol. 17, No. 1, pp. 53–62.
41. Mohr, Jakki and Robert E. Spekman (1994), “Characteristics of Partnership Success: Partnership Attributes, Communication Behavior, and Conflict Resolution,” Strategic Management Journal, Vol. 15, No. 2, pp. 135–152.
42. Perrault, William D. and Frederick Russ (1974), “Physical Distribution Service: A Neglected Aspect of Marketing Management,” MSU Business Topics, Vol. 22, No. 2, pp. 37–45.
43. Sinkovics, Rudolf R. and Anthony S. Roath (2004), “Strategic Orientation, Capabilities, and Performance in Manufacturer - 3PL Relationships,” Journal of Business Logistics, Vol. 25, No. 2, pp. 43–64.
44. Stank, Theodore P., Thomas J. Goldsby, and Shawnee K. Vickery (1999), “Effect of Service Supplier Performance on Satisfaction and Loyalty of Store Managers in the Fast Food Industry,” Journal of Operations Management, Vol. 17, No. 2, pp. 429–447.
45. Stank, Theodore P., Thomas J. Goldsby, Shawnee K. Vickery, and Katrina Savitskie (2003), “Logistics Service Performance: Estimating its Influence on Market Share,” Journal of Business Logistics, Vol. 24, No. 1, pp. 27–55.
46. Wetzels, Martin., Ko de Ruyter, and Marcel Van Birgelen (1998), “Marketing Service Relationships: The Role of Commitment,” Journal of Business and Industrial Marketing, Vol. 13, No. 4/5, pp. 406–423.