Sustainable Service Quality Management by Logistics Service Providers: An Indian Perspective

Due to advancement of technology and globalization, the organizations are giving more importance to the supply chain integration, taking support from logistics service providers (LSPs) and practice several initiatives in direction of sustainability. The assets, processes and performance capabilities...

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Bibliographic Details
Published in:Global business review 2018-06, Vol.19 (3_suppl), p.S130-S150
Main Authors: Gupta, Anchal, Singh, Rajesh K., Suri, P. K.
Format: Article
Language:English
Subjects:
Case studies
Customer services
Freight forwarding
Globalization
Logistics
Quality
Quality management
Quality of service
Services
Supply chains
SWOT analysis
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Summary:Due to advancement of technology and globalization, the organizations are giving more importance to the supply chain integration, taking support from logistics service providers (LSPs) and practice several initiatives in direction of sustainability. The assets, processes and performance capabilities of LSPs can be used as an indicator to comprehend and evaluate effective and sustainable service quality management. In this article, there is an attempt to understand and analyse all important components required by LSPs to serve their customers with best quality of services. A comprehensive framework is proposed for evaluating the services of logistics providers. The services are evaluated on the basis of LSPs assets, processes, service quality attributes and sustainable performance parameters. A case study on Indian logistics service provider is taken to support the proposed framework in a real scenario. The assets and processes in context to given case organization are discussed in detail. The service quality index is also evaluated for estimating the quality of services of firm by taking inputs from their customers. After discussing service quality analysis, the performance analysis is done along with SWOT Analysis. Findings of the study will help professionals in developing appropriate strategies for effective and sustainable supply chain management.
ISSN:0972-1509
0973-0664
DOI:10.1177/0972150918758098