Service Quality of Freight Forwarders | A Shipper's Perspective

Subhashini Srinivasan (u. a.)

ISBN 10: 6204210262 / ISBN 13: 9786204210261

Verlag: LAP LAMBERT Academic Publishing, 2021

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. Bestandsnummer des Verkäufers 120725891

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.

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.

Bibliografische Details

Titel: Service Quality of Freight Forwarders | A ...
Verlag: LAP LAMBERT Academic Publishing
Erscheinungsdatum: 2021
Einband: Taschenbuch
Zustand: Neu