Authors: Seth, Nitin; Deshmukh, S.G.; Vrat, Prem

Source: International Journal of Physical Distribution & Logistics Management, Volume 36, Number 7, 2006 , pp. 547-575(29)

Publisher: Emerald Group Publishing Limited

Abstract:

Purpose ? The objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics. Design/methodology/approach ? Based on a rich combination of extensive literature review and insights gained through exploratory interviews, gap analysis methodology is used in developing the model. This was followed by an in-depth analysis of gaps at various interfaces in supply chain. Further, both qualitative and quantitative techniques are suggested for data collection and analysis. Findings ? The key gaps in both the directions (forward and reverse) that are likely to affect the service quality at different levels are extensively defined. These gaps may exist between a 3PL service provider and the manufacturer, the marketing function and the 3PL service provider, etc. The paper also proposes frameworks such as data envelopment analysis for measurement of these gaps. A set of possible performance indicators is also proposed at various interfaces in supply chain. Practical implications ? This proposed model is an attempt to explore the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This supply chain service quality tool will be beneficial to practising managers in identification of opportunities for improvements in service quality. Originality/value ? This paper explores some critical issues in the less explored area and offers practical help to researchers and practitioners in providing a direction for supply chain service quality improvement.

Keywords: Customer services quality; Gap analysis; Performance measures; Supply chain management; Trust

Document Type: Research article

DOI: http://dx.doi.org/10.1108/09600030610684971

Publication date: 2006-08-01

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