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Identifying critical service issues in the service encounter – a first step in the development of a conceptual model for the shipping industry

Boomgaarden, Claas LU (2015) SMMM11 20152
Department of Service Management and Service Studies
Abstract
Title
Identifying critical service issues in the service encounter – a first step in the development of a conceptual for the shipping industry

Author
Claas Boomgaarden

Key Words
Service Quality, Service Encounter, SERVQUAL, INDSERV, PDSQ, LSQM, Shipping Industry, Service Science, Service Dominant Logic, Relationship Marketing

Purpose
The purpose of this research is to provide a first step in the development of a conceptual model for service quality in the shipping industry.
Theoretical Perspectives
This study is embedded in the theoretical field of service quality. Due to the lack of applicable models for the shipping industry, the existing literature of service quality for the business-to-consumer as well as... (More)
Title
Identifying critical service issues in the service encounter – a first step in the development of a conceptual for the shipping industry

Author
Claas Boomgaarden

Key Words
Service Quality, Service Encounter, SERVQUAL, INDSERV, PDSQ, LSQM, Shipping Industry, Service Science, Service Dominant Logic, Relationship Marketing

Purpose
The purpose of this research is to provide a first step in the development of a conceptual model for service quality in the shipping industry.
Theoretical Perspectives
This study is embedded in the theoretical field of service quality. Due to the lack of applicable models for the shipping industry, the existing literature of service quality for the business-to-consumer as well as business-to-business sector where combined to provide the theoretical framework for this study. Even though other models were analysed and considered in the theoretical background, eventually models like the SERVQUAL model, the INDSERV model, as well as the Physical Distribution Service Quality (PDSQ) model and the Logistics Service Quality (LSQ) model built the guideline for the data collection process.

Methodology
In accordance with the explorative purpose of this research, a qualitative case study, with German freight forwarders as the unit of interest, was set up. The collection of empirical data and their analysis followed the abductive hermeneutic approach.

Empirical Data
The empirical data for this study was derived from eight semi-structured interviews with industry experts, which lasted between twenty minutes and one hour.

Conclusion
The study has shown that critical service issues are depending on the value and the implied requirements of the shipped product. Nevertheless, availability, time and price as well as a flawless and fast service and good contact to contact personnel were identified as critical service issues. In order to provide a first step in the development of a conceptual model for service quality in the shipping industry, the dimensions of responsiveness, reliability/discrepancy handling, flexibility and contact to contact personnel are proposed. Further, the study shows the interconnectivity of these dimensions and proposes enabler dimensions in the form of contact person quality and process quality. By identifying these critical service issues as well as the service dimensions and their interconnectivity, the partial adaptation of established service quality measurement systems is confirmed. However, also their shortcomings are presented and this gap is closed through modification or adaptation of new dimensions. (Less)
Please use this url to cite or link to this publication:
author
Boomgaarden, Claas LU
supervisor
organization
course
SMMM11 20152
year
type
H1 - Master's Degree (One Year)
subject
keywords
LSQM, Shipping Industry, Service Science, Service Dominant Logic, Relationship Marketing, PDSQ, INDSERV, SERVQUAL, Service Encounter, Service Quality
language
English
id
7853447
date added to LUP
2015-10-15 15:11:33
date last changed
2015-10-15 15:11:33
@misc{7853447,
  abstract     = {Title
Identifying critical service issues in the service encounter – a first step in the development of a conceptual for the shipping industry

Author
Claas Boomgaarden

Key Words
Service Quality, Service Encounter, SERVQUAL, INDSERV, PDSQ, LSQM, Shipping Industry, Service Science, Service Dominant Logic, Relationship Marketing

Purpose
The purpose of this research is to provide a first step in the development of a conceptual model for service quality in the shipping industry.
Theoretical Perspectives
This study is embedded in the theoretical field of service quality. Due to the lack of applicable models for the shipping industry, the existing literature of service quality for the business-to-consumer as well as business-to-business sector where combined to provide the theoretical framework for this study. Even though other models were analysed and considered in the theoretical background, eventually models like the SERVQUAL model, the INDSERV model, as well as the Physical Distribution Service Quality (PDSQ) model and the Logistics Service Quality (LSQ) model built the guideline for the data collection process.

Methodology
In accordance with the explorative purpose of this research, a qualitative case study, with German freight forwarders as the unit of interest, was set up. The collection of empirical data and their analysis followed the abductive hermeneutic approach.

Empirical Data
The empirical data for this study was derived from eight semi-structured interviews with industry experts, which lasted between twenty minutes and one hour.

Conclusion
The study has shown that critical service issues are depending on the value and the implied requirements of the shipped product. Nevertheless, availability, time and price as well as a flawless and fast service and good contact to contact personnel were identified as critical service issues. In order to provide a first step in the development of a conceptual model for service quality in the shipping industry, the dimensions of responsiveness, reliability/discrepancy handling, flexibility and contact to contact personnel are proposed. Further, the study shows the interconnectivity of these dimensions and proposes enabler dimensions in the form of contact person quality and process quality. By identifying these critical service issues as well as the service dimensions and their interconnectivity, the partial adaptation of established service quality measurement systems is confirmed. However, also their shortcomings are presented and this gap is closed through modification or adaptation of new dimensions.},
  author       = {Boomgaarden, Claas},
  keyword      = {LSQM,Shipping Industry,Service Science,Service Dominant Logic,Relationship Marketing,PDSQ,INDSERV,SERVQUAL,Service Encounter,Service Quality},
  language     = {eng},
  note         = {Student Paper},
  title        = {Identifying critical service issues in the service encounter – a first step in the development of a conceptual model for the shipping industry},
  year         = {2015},
}