Logistics and marketing components of customer service: an empirical test of the Mentzer, Gomes and Krapfel model

Abstract

Observes that interfunctional co‐ordination is important to the provision of outstanding customer service since both marketing and logistics activities are required. Builds on a model first presented by Mentzer, Gomes and Krapfel, which conceptually integrated the logistics and marketing aspects of customer service. Communication, an additional logistics dimension, is added to the Mentzer, Gomes and Krapfel model. Uses factor analyses to test for convergent and discriminant validity, as well as to test for the appropriate number of model dimensions. Reliability of the measures is also assessed. Indicates seven dimensions of customer service. Three are from logistics: availability, delivery quality and communication; and four are from marketing: pricing policy, quality, product support‐sales representatives and product support‐customer service representatives. These differ somewhat from the Mentzer, Gomes and Krapfel model, which suggests that the physical distribution customer service dimensions might include availability, timeliness and delivery quality.

Citation

Emerson, C.J. and Grimm, C.M. (1996), "Logistics and marketing components of customer service: an empirical test of the Mentzer, Gomes and Krapfel model", International Journal of Physical Distribution & Logistics Management, Vol. 26 No. 8, pp. 29-42. https://doi.org/10.1108/09600039610128258