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- W847498276 abstract "Aligning customer perceptions and expectations along with services providing is extremely important to achieve success in business. Studies have shown the benefits of service quality in market share gains and return on investment (PARASURAMAN et al, 1985). The quality perceived in services is strictly related to meeting customer’s expectations through the identification of the service’s key determinants and the expected service level delivery. This paper contains the identification of the key determinants involved in the service delivered by a Logistics Services Provider and the interaction with its customers. Both service provider and customer’s point of view were compared, aiming to discover the discrepancies among them. The service’s quality tools were used in order to achieve the expected results. Logistics service quality determinants and the quality gaps were obtained as the result of this research, as well as the validation of the method applied. Palavras-Chave: Logistica; Servicos; Qualidade; Gaps." @default.
- W847498276 created "2016-06-24" @default.
- W847498276 creator A5086138521 @default.
- W847498276 date "2011-01-01" @default.
- W847498276 modified "2023-09-27" @default.
- W847498276 title "A análise de valor cliente vs. empresa : os gaps da qualidade no serviço logístico" @default.
- W847498276 hasPublicationYear "2011" @default.
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