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Service Quality of Freight Forwarders: A Shipper's Perspective - Softcover

Srinivasan, Subhashini; Subrahmanyan, Preetha

 
9786204210261: Service Quality of Freight Forwarders: A Shipper's Perspective
Softcover
ISBN 10: 6204210262 ISBN 13: 9786204210261
Verlag: LAP LAMBERT Academic Publishing, 2021

Inhaltsangabe

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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Über die Autorin bzw. den Autor

Dr. Subhashini Srinivasan, MBA., M.Phil, Ph.D with more than 10 years experience in Shipping and Logistics together with a specialized interest in Research and Management demonstrates a continuous record of research by publishing articles and books. She currently holds the position of a Managing Director in a Shipping firm.

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Verlag
LAP LAMBERT Academic Publishing
Erscheinungsdatum
2021
Sprache
Englisch
ISBN 10 
6204210262
ISBN 13 
9786204210261
Einband
Taschenbuch
Anzahl der Seiten
248
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
Editions Muse
customerservice@vdm-vsg.de

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Riga
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