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Measuring Performance of Logistics Outsourcing Services

Measuring Performance of Logistics Outsourcing Services

Harlina Suzana Jaafar, Mohammed Rafiq
Copyright: © 2013 |Pages: 15
ISBN13: 9781466620087|ISBN10: 1466620080|EISBN13: 9781466620094
DOI: 10.4018/978-1-4666-2008-7.ch019
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MLA

Jaafar, Harlina Suzana, and Mohammed Rafiq. "Measuring Performance of Logistics Outsourcing Services." Outsourcing Management for Supply Chain Operations and Logistics Service, edited by Dimitris Folinas, IGI Global, 2013, pp. 344-358. https://doi.org/10.4018/978-1-4666-2008-7.ch019

APA

Jaafar, H. S. & Rafiq, M. (2013). Measuring Performance of Logistics Outsourcing Services. In D. Folinas (Ed.), Outsourcing Management for Supply Chain Operations and Logistics Service (pp. 344-358). IGI Global. https://doi.org/10.4018/978-1-4666-2008-7.ch019

Chicago

Jaafar, Harlina Suzana, and Mohammed Rafiq. "Measuring Performance of Logistics Outsourcing Services." In Outsourcing Management for Supply Chain Operations and Logistics Service, edited by Dimitris Folinas, 344-358. Hershey, PA: IGI Global, 2013. https://doi.org/10.4018/978-1-4666-2008-7.ch019

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Abstract

As the business competition is becoming more intense, there has been a great pressure to the logistics service providers to demonstrate its contribution to the organizational performance. Consequently, there has been a tendency of studies focusing at measuring the logistics service performance within various perspectives. This chapter provides a review on several significant studies that measures the performance of logistics services followed by presenting an empirical study on measuring logistics performance as perceived by the customers in the UK context. The empirical results confirms the relationships and consequent effects of LSQ-satisfaction, relationship quality, and customer loyalty-by providing a process model that shows the process of how customers would stay loyal in the logistics outsourcing business relationships by using exit intention as the output variable. The model in this study can greatly assist the logistics outsourcing companies in measuring the performance of their services. It helps the logistics companies understand how their customers measure the quality of their relationship experiences in receiving the logistics services provided by the logistics companies.

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