Quality evaluation in logistic services

Abstract

The paper highlights some problems relevant to the quality measurements in logistic services. “Traditional” logistic indicators are compared with the service dimensions defined in the Parasuraman‐Zeithaml‐Berry model. Furthermore, the problem of service indicators aging is analyzed and discussed. In order to enhance readers’ ability to contribute to the development in the field, the authors pose open‐ended questions in the article.

Citation

Franceschini, F. and Rafele, C. (2000), "Quality evaluation in logistic services", International Journal of Agile Management Systems, Vol. 2 No. 1, pp. 49-54. https://doi.org/10.1108/14654650010312589