Physical distribution services are becoming increasingly important as supply chains strive to become more efficient in the logistical flow of goods to industrial customers. Performance of these services, however, takes place during encounters that customers have with various interfacing...

A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a...

A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business-to-business context. Presents an application of SERVQUAL as a measure of service quality in Ocean Freight Services. Based on a...

A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a...

A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business‐to‐business context. Presents an application of SERVQUAL as a measure of service quality in Ocean Freight Services. Based on a...