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Measuring physical distribution service quality

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Abstract

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.

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Author information

Authors and Affiliations

  1. Valdosta State University in the Department of Marketing and Economics, USA

    Carol C. Bienstock (assistant professor)

  2. the Department of Marketing, Logistics, and Transportation at the University of Tennessee, USA

    John T. Mentzer (the Harry J. and Vivienne R. Bruce Excellence Chair of Business Policy)

  3. Virginia Tech, USA

    Monroe Murphy Bird (the PMA Carolinas-Virginia Professor of Purchasing)

Authors
  1. Carol C. Bienstock
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  2. John T. Mentzer
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  3. Monroe Murphy Bird
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Additional information

She received her Ph.D. from Virginia Tech. Her research interests are in the areas of channels of distribution, logistics, service quality, and marketing strategy. She has published inThe Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior; Marketing Management; andJournal of Business Logistics.

He received his Ph.D. from Michigan State. He has published in theJournal of the Academy of Marketing Science, Journal of Marketing, Journal of Business Logistics, International Journal of Physical Distribution and Logistics Management, Transportation and Logistics Review, Transportation Journal, Columbia Journal of World Business, Industrial Marketing Management, Research in Marketing, and other journals.

He has published in numerous journals, including theJournal of Marketing.

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Bienstock, C.C., Mentzer, J.T. & Bird, M.M. Measuring physical distribution service quality. J. of the Acad. Mark. Sci. 25, 31–44 (1997). https://doi.org/10.1007/BF02894507

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