Service Quality of Freight Forwarders | A Shipper's Perspective
Subhashini Srinivasan (u. a.)
ISBN 10: 6204210262 ISBN 13: 9786204210261
Published by LAP LAMBERT Academic Publishing, 2021
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Service Quality of Freight Forwarders | A Shipper's Perspective | Subhashini Srinivasan (u. a.) | Taschenbuch | Englisch | 2021 | LAP LAMBERT Academic Publishing | EAN 9786204210261 | Verantwortliche Person für die EU: preigu GmbH & Co. KG, Lengericher Landstr. 19, 49078 Osnabrück, mail[at]preigu[dot]de | Anbieter: preigu. Seller Inventory # 120725891
Synopsis:
This book particularly explores the service quality of freight forwarders in Chennai. It tries to capture the 360-degree perspective of the shipper on the services rendered by the freight forwarder taking into consideration the factors such as service quality, service failure and service recovery. The SERVQUAL model has been used to measure service quality. Also, service quality gaps have been identified to enable the freight forwarders to understand their drawbacks which would make them more aware of the service deficiencies. The book emphasizes the importance of service recovery in freight forwarding firms in regaining the loyalty of the shipper.
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Bibliographic Details
Title: Service Quality of Freight Forwarders | A ...
Publisher: LAP LAMBERT Academic Publishing
Publication Date: 2021
Binding: Taschenbuch
Condition: Neu