Models and Methods of Measuring the Quality of Logistic Service

被引：20
|
作者：
Gulc, Aleksandra [1 ]
机构：
[1] Bialystok Tech Univ, Fac Management, Wiejska 45A, PL-15351 Bialystok, Poland
来源：
7TH INTERNATIONAL CONFERENCE ON ENGINEERING, PROJECT, AND PRODUCTION MANAGEMENT | 2017年 / 182卷
关键词：
service quality; service quality models and methods; logistics service quality; CONCEPTUAL-MODEL;
D O I：
10.1016/j.proeng.2017.03.187
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
The main aim of the article is the identification and critical assessment of the most commonly used models and methods of measuring service quality. The last part of paper is dedicated to the overview of measurement issues taking into account the specific features of logistics service. The paper was based on the research method of systematic literature review and critical analysis of research achievements. The article includes: (i) definitions of service quality, (ii) identification of the most popular models of service quality, (iii) overview of measuring methods of service quality, and (iv) the main research achievements on account of logistics service quality. (C) 2016 The Authors. Published by Elsevier Ltd.
引用
收藏
页码：255 / 264
页数：10
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