This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb014393. When citing the article, please…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb014393. When citing the article, please cite: Peter Gilmour, George Borg, Peter A. Duffy, Nigel D. Johnston, B.E. Limbek, Michael R. Shaw, (1976) “Customer Service: Differentiating By Market Segment”, International Journal of Physical Distribution, Vol. 7 Iss: 3, pp. 141 - 148.
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb014393. When citing the article, please…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb014393. When citing the article, please cite: Peter Gilmour, George Borg, Peter A. Duffy, Nigel D. Johnston, B.E. Limbek, Michael R. Shaw, (1976) “Customer Service: Differentiating By Market Segment”, International Journal of Physical Distribution, Vol. 7 Iss: 3, pp. 141 - 148.
Peter Gilmour, George Borg, Peter A. Duffy, Nigel D. Johnston, B.E. Limbek and Michael R. Shaw
Most companies establish customer service policies which are then uniformly applied to all customers with the possible exception of providing superior service to the few largest…
Abstract
Most companies establish customer service policies which are then uniformly applied to all customers with the possible exception of providing superior service to the few largest customers. In this article the service provided by the major suppliers in the scientific instrument and supplies industry in Australia is examined. This is contrasted to the service requirements of their customers in toto and by segment. Considerable differences were found between the service provided and the service required. Also service requirements differed significantly between customer segments. Competitive advantage can be obtained by the supplier providing differential service levels by customer segment.
Milorad Kilibarda, Svetlana Nikolicic and Milan Andrejic
The purpose of this paper is to determine how customers from different market segments assess the quality of freight forwarding services, depending on the structure of services…
Abstract
Purpose
The purpose of this paper is to determine how customers from different market segments assess the quality of freight forwarding services, depending on the structure of services, as well as the mutual relation between the freight forwarder and the customers.
Design/methodology/approach
The research is based on the SERVQUAL model and surveys. The methodology for measuring the quality of logistics services in freight forwarding companies is developed. On the basis of the proposed methodology, the empirical research was conducted. The study includes 120 logistics professionals dealing with import and export trade flows who thereby use the services of freight companies. The verification of the SERVQUAL instrument, results and hypotheses are conducted using the factor analysis and ANOVA.
Findings
The results show that logistics service quality (LSQ) of freight forwarding companies in Serbia is not at a satisfactory level. Different market segments evaluate the level of quality of service in a different way. Also, customer exceptions and the level of quality depend on the structure of services, as well as the mutual relation between the freight forwarder and the customers.
Research limitations/implications
Empirical research and the results are limited to the Serbian market, and only one measurement tool.
Practical implications
The procedure and results of the research have practical applications and set the basis for the improvement of forwarding and logistics services.
Originality/value
This is one of the first papers dealing with the LSQ of freight forwarding companies in Serbia. Generally, the developed approach can be successfully applied on other markets, which adds value to this paper. New research hypotheses are developed and tested. In that manner, this paper makes contribution in measuring and improving the LSQ.
Details
Keywords
This paper seeks to identify and assess the problems of distribution and logistics that arise in the fishery sector in Greece and to examine the impact of market orientation with…
Abstract
Purpose
This paper seeks to identify and assess the problems of distribution and logistics that arise in the fishery sector in Greece and to examine the impact of market orientation with regard to these problems.
Design/methodology/approach
The paper is based on the findings of a survey involving 186 companies. Descriptive statistics for each variable were used in order to assess the importance of each problem of distribution and logistics. Cluster analysis was carried out based on the perception of the importance of the problems of distribution and logistics. In addition, “crosstabs”analysis was used to examine the association between distribution problems and the firm characteristics of each cluster. Finally, linear multiple regression analysis was carried out, with each problem of distribution and logistics taken as the dependent variable and each element of marketing and logistics taken as an independent variable.
Findings
The importance of distribution and logistics problems varied widely, as did the market orientation between the groups of participating firms. In addition, certain firm characteristics and infrastructure factors can become so significant that they directly affect the degree of importance of the above problems.
Practical implications
Distribution & Logistics Managers should be aware of the significant influence that certain characteristics of the firms can have on the distribution function. Special attention should be paid to the importance of the distribution problems and the role of market orientation.
Originality/value
Unlike earlier research carried out in this domain, this study deals with a much wider range of problems and a broader cross‐section of companies. In addition, it is the first to focus in detail on the degree of importance of distribution problems and the role of market orientation.
Details
Keywords
Sinead O'Connell, Maeve Henchion and Alan Collins
This paper seeks to investigate Irish hoteliers' customer service requirements of their food suppliers and to measure the trade‐offs that hotel buyers are willing to make during…
Abstract
Purpose
This paper seeks to investigate Irish hoteliers' customer service requirements of their food suppliers and to measure the trade‐offs that hotel buyers are willing to make during the purchase decision.
Design/methodology/approach
The study is based on a quota sample of 100 hotels throughout the Republic of Ireland. Drawing on earlier research and applying conjoint analysis, the study demonstrates how customer service improvements may be achieved through variations in the customer service mix.
Findings
Findings indicate that, for short shelf‐life products, frequency of deliveries and the ability to carry out emergency deliveries generate the highest levels of utility. More utility is created by lower prices in the case of long shelf‐life products. Small food suppliers are found to perform better on product quality and are more responsive in terms of product delivery than larger suppliers. They are perceived to be weaker on pricing, product assortment, and innovation.
Research limitations/implications
The small number of observations for both four‐ and five‐star hotels in the sample limited the effectiveness of cluster analysis, which would greatly assist suppliers targeting specific markets with customer service bundles.
Practical implications
By highlighting the trade‐offs that buyers use in evaluating customer service, the findings provide suppliers with the basis for assessing their own particular service mix. An improvement in perceived customer service may be achieved by reallocating the given resources and effort in favour of those parts of the mix that generate most value for the buyer. The identified trade‐offs also provide manufacturers with the criteria that can be usefully applied to evaluate competing distributors for their products.
Originality/value
By focusing on the hotel sector, the paper provides insights into a much ignored market for food suppliers, which differs considerably from mainstream grocery in terms of concentration, buyer processes and buying criteria.
Details
Keywords
The purpose of this paper is to provide insights into what selection criteria consumers find critical when making the supplier selection decision. Much research exists on the…
Abstract
Purpose
The purpose of this paper is to provide insights into what selection criteria consumers find critical when making the supplier selection decision. Much research exists on the business-to-business (B2B) perspective, so this research seeks to investigate the business-to-consumer (B2C) viewpoint.
Design/methodology/approach
A survey is used to identify the areas that consumers find to be important when seeking suppliers. Factor analysis is used to identify selection criteria that are important to consumers.
Findings
The results suggest that consumers value several factors quite highly, including delivery, price and quality. Service, flexibility and relationship are also rated relatively high, while consumer concern with technology and the environment seemed to be lower.
Research limitations/implications
This study is limited to a group of consumers represented by university students. Additional research methods may provide additional detail to supplement these results.
Practical implications
The consistency the authors found between firm and consumer preferences should make it a relatively simple process for firms to consider the desires of customers when dealing with their own B2B relationships.
Originality/value
The B2C perspective on the supplier selection decision has seen limited research coverage. The B2C collaboration perspective considers the contributions consumers can make in supply chain decisions, which may lead to new supply chain management strategies.