Understanding the interfaces: how ocean freight shipping lines can maximise satisfaction

Article


Durvasula, Srinivas, Lysonski, Steven and Mehta, Subhash C.. 2002. "Understanding the interfaces: how ocean freight shipping lines can maximise satisfaction." Industrial Marketing Management. 31 (6), pp. 491-504. https://doi.org/10.1016/S0019-8501(01)00201-2
Article Title

Understanding the interfaces: how ocean freight shipping lines can maximise satisfaction

ERA Journal ID19793
Article CategoryArticle
AuthorsDurvasula, Srinivas (Author), Lysonski, Steven (Author) and Mehta, Subhash C. (Author)
Journal TitleIndustrial Marketing Management
Journal Citation31 (6), pp. 491-504
Number of Pages14
Year2002
PublisherElsevier
Place of PublicationNew York, NY. USA
ISSN0019-8501
1873-2062
Digital Object Identifier (DOI)https://doi.org/10.1016/S0019-8501(01)00201-2
Web Address (URL)http://www.sciencedirect.com/science/article/pii/S0019850101002012
Abstract

Physical distribution services are becoming increasingly important as supply chains strive to become more efficient in the logistical flow of goods to industrial customers. Performance of these services, however, takes place during encounters that customers have with various interfacing departments within the firm. These encounters may ultimately determine the level of satisfaction clients have with the service and the concomitant perceived quality. While previous research in this area has focused on service quality assessment, little attention has been given to determining the pattern of interfacing departments that maximize service satisfaction. This study examines a sample of shipping managers in Singapore who evaluated the service dimensions of ocean freight shipping lines (or companies). Using an analytical method called decision tree calculus, this article identifies the combination of interfacing departments that maximize service satisfaction. The results of this approach offer definite guidance to ocean shipping lines in terms of the importance of key interfacing departments in shaping satisfaction and perceived quality. Implications are discussed.

Keywordsservices marketing; service encounters; service quality; service satisfaction; decision tree
ANZSRC Field of Research 2020350999. Transportation, logistics and supply chains not elsewhere classified
500303. Decision theory
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Byline AffiliationsMarquette University, United States
Faculty of Business
Institution of OriginUniversity of Southern Queensland
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