Logistics Service Quality as a Segment-Customized Process
Abstract
Logistics excellence has become a powerful source of competitive differentiation within diverse marketing offerings of world-class firms. Although researchers have suggested that logistics competencies complement marketing efforts, empirical evidence is lacking on what logistics service quality means to customers and whether it has different meanings for separate customer segments. The authors present empirical support for nine related logistics service quality constructs; demonstrate their unidimensionality, validity, and reliability across four customer segments of a large logistics organization; and provide empirical support for a logistics service quality process. Although structural equation modeling offers support for the logistics service quality process across customer segments, the authors find that the relative parameter estimates differ for each segment, which suggests that firms ought to customize their logistics services by customer segments.
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From On the contingent value of dynamic capabilities for competitive advantage: The nonlinear moderating effect of environmental dynamism (2014) · cites this paper as Mentzer, Flint, and Hult, 2001
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- Authors
- Mentzer, J. T., Flint, D. J., & Hult, G. T. M.
- Affiliations
- University of Tennessee at Knoxville (US)
- Florida State University (US)
- Michigan State University (US)
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2001-10
- Volume
- 65
- Issue
- 4
- Pages
- 82-104
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W1993734218
- Cited by
- 1,009
- References
- 3
- Citations by year
- 2026: 54 · 2025: 50 · 2024: 51 · 2023: 47 · 2022: 68 · 2021: 49 · 2020: 44 · 2019: 61 · 2018: 42 · 2017: 40 · 2016: 49 · 2015: 36 · 2014: 50 · 2013: 36 · 2012: 41
- FWCI
- 18.53
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Management Information Systems › Logistics and Transportation Systems
- Social Sciences › Business, Management and Accounting › Management Information Systems › Quality and Supply Management
- Keywords
- logistics service quality, customer segments, competitive differentiation, logistics competencies, consumer perception, unidimensionality, scale reliability and validity
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