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Logistics Service Quality as a Segment-Customized Process

John T. Mentzer, Daniel J. Flint and G. Tomas M. Hult
Journal of Marketing
Vol. 65, No. 4 (Oct., 2001), pp. 82-104
Stable URL: http://www.jstor.org/stable/3203500
Page Count: 23
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Since scans are not currently available to screen readers, please contact JSTOR User Support for access. We'll provide a PDF copy for your screen reader.
Logistics Service Quality as a Segment-Customized Process
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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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