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    On the importance of service performance and customer satisfaction in third-party logistics selection


    Asian, Sobhan and Pool, Javad Khazaei and Nazarpour, Ali and Tabaeeian, Reihaneh Alsadat (2019) On the importance of service performance and customer satisfaction in third-party logistics selection. Benchmarking: An International Journal, 26 (5). pp. 1550-1564. ISSN 1463-5771

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    Abstract

    Purpose – Developing strategic relationships with third-party logistics (3PL) providers has long been one of the key challenges in automotive supply chains. The purpose of this paper is to propose a new approach for evaluation and indexing 3PL providers using the Kano model. Design/methodology/approach – The statistical population used in this research comprises managers from the Iranian automotive industry. The Kano evaluation approach is used to analyze the data collected and to classify the criteria used in selection of the preferred 3PL providers. Findings – The results suggest that the proposed framework, based on the Kano classification, can be a powerful tool for the automotive industry in evaluating 3PL providers. Moreover, the analyses indicate that 3PL providers need to improve their service offering in aspects that are to be found in the Kano model’s requirements, namely, must-be, one-dimensional and attractive. Originality/value – This study contributes to the supply chain management literature by being the first to classify selection indices of 3PL providers in the automotive industry using the Kano model.

    Item Type: Article
    Keywords: Customer satisfaction; Supply chain management; Kano model; Service performance; Third-party logistics (3PL);
    Academic Unit: Faculty of Social Sciences > School of Business
    Item ID: 11194
    Identification Number: https://doi.org/10.1108/BIJ-05-2018-0121
    Depositing User: Ali Nazarpour
    Date Deposited: 09 Oct 2019 16:23
    Journal or Publication Title: Benchmarking: An International Journal
    Publisher: Emerald Publishing Limited
    Refereed: Yes
    URI:

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