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Becoming a “World Class” Company With Logistics Service Quality

James R. Stock (University of South Florida)
Douglas M. Lambert (University of North Florida)

The International Journal of Logistics Management

ISSN: 0957-4093

Article publication date: 1 January 1992

Abstract

A “world class” organization must provide high levels of logistics service quality to customers. Knowledge of customer expectations and an understanding of the firm's performance on logistics service attributes relative to competitors are vital to achieving service excellence. Research studies in four industries identify the most important logistics service attributes in business‐to‐business settings. There is consistency across industries in terms of the attributes considered most important by customers. Typically, vendors within an industry do not perform up to customer expectations, which provides the opportunity for a firm to gain a competitive advantage over industry rivals.

Keywords

Citation

Stock, J.R. and Lambert, D.M. (1992), "Becoming a “World Class” Company With Logistics Service Quality", The International Journal of Logistics Management, Vol. 3 No. 1, pp. 73-81. https://doi.org/10.1108/09574099210804822

Publisher

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MCB UP Ltd

Copyright © 1992, Douglas M. Lambert