Journal of the Academy of Marketing Science

, 25:31

Measuring physical distribution service quality


  • Carol C. Bienstock
    • Valdosta State University in the Department of Marketing and Economics
  • John T. Mentzer
    • the Department of Marketing, Logistics, and Transportation at the University of Tennessee
  • Monroe Murphy Bird
    • Virginia Tech

DOI: 10.1007/BF02894507

Cite this article as:
Bienstock, C.C., Mentzer, J.T. & Bird, M.M. J. of the Acad. Mark. Sci. (1997) 25: 31. doi:10.1007/BF02894507


The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service quality, the authors examined the literature on physical distribution and service quality and conducted interviews with purchasing managers. Based on the results of the literature reviews and interviews, plus a two-step data-gathering process, a valid and reliable measurement instrument for perceptions of physical distribution service quality (PDSQ) was developed and refined.

Copyright information

© Academy of Marketing Science 1997