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
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: |
|
| Use Licence: |
This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available
here |
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