Toward a Multi-Sided Model of Service Quality for Logistics Service Providers

Philipp Wetzel,Erik Hofmann

doi:10.3390/admsci10040079

Abstract

The aim of this research was to identify quality discrepancies in the existing service offerings of logistics service providers (LSPs). A multi-sided model of service quality (SERVQUAL) highlighting existing gaps in service provision was developed. A qualitative case study approach was employed, and the data were analyzed via a pattern-matching technique. The contribution to the literature is twofold. First, the study transferred the original service quality model developed in the 1980s from a business-to-consumer context to a business-to-business context that is specific to LSPs. Second, the results provide a means of closing the identified service quality gaps arising in an LSP context. Two internal gaps were found: non-homogeneous expectations between the sales and operations departments, and a communication and knowledge gap between these two entities. The three external gaps between LSPs and customers are a loyalty and corporate brand image gap, an innovation and information technology gap and an information asymmetry gap.

Highlights

The logistics service industry focuses on core services, such as organizing, planning and controlling the transport of physical goods and additional value-added services (VAS) (König et al 2019)
This study evaluated the current market situation of the logistics service industry, proposed potential existing discrepancies based on an extensive literature review, and used interviews with industry professionals representing both logistics service providers (LSPs) and their customers to answer the following research questions (RQs): RQ 1: What are the relevant internal and external service quality gaps in the logistics service industry?
Other researchers find that IT capabilities offer a significant competitive advantage to LSPs by allowing them to reduce costs, improve service quality, and provide customized and innovative services for their customers (Lai et al 2008; Karia 2018). These findings suggest that logistics service customers expect (1) to receive real-time data on their shipment status through accessible electronic data interchange (EDI) connections and (2)

Summary

Introduction

The logistics service industry focuses on core services, such as organizing, planning and controlling the transport of physical goods and additional value-added services (VAS) (König et al 2019) In the future, this industry is expected to face increased competition due to the market entry of companies from non-logistics backgrounds (Tipping and Kauschke 2016), which will draw on their inherent understanding of customers’ processes (retailers or industrial companies) or will have superior digital competencies (information technology [IT] companies) (Hofmann and Osterwalder 2017). One reason for this negligence is that customers are not yet ready to purchase sophisticated VAS from their LSPs; they view these functions as having high strategic importance and question the competence of LSPs in these areas

Objectives

Results

Discussion

Conclusion