Hunt, James M.; Chandran, Rajan - In: International Journal of Physical Distribution & … 21 (1991) 8, pp. 17-20
logistics structures of global organisations. Users form idiosyncratic perceptions of service, and these ultimately influence …′s services and its apparent service deficits must be understood. Perceptions of service can vary on a global basis. An attempt is … made to develop a framework that accounts for such variation as well as provide general guidance regarding user perceptions …