Measuring physical distribution service quality
Carol C. Bienstock, John T. Mentzer, Monroe Murphy Bird
Journal of the Academy of Marketing Science · 1997 · Volume 25 · Issue 1
Abstract
The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service quality, the authors examined the literature on physical distribution and service quality and conducted interviews with purchasing managers. Based on the results of the literature reviews and interviews, plus a two-step data-gathering process, a valid and reliable measurement instrument for perceptions of physical distribution service quality (PDSQ) was developed and refined.
Keywords
Service Quality, Purchase Intention, Condition Item, Physical Distribution, Industrial Service
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