مرکز منطقه ای اطلاع رساني علوم و فناوري - THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR

Abstract :

The customer’s perspective on the service quality is highly significant in logistics service sector as in any other sector. The biggest threat posed by service failures is the possibility of negatively influencing the customer’s perceptions on the service they receive and the service provider they work with. Therefore, service providers must implement an effective recovery strategy in the shortest time possible and satisfy the customers once again. Service providers which fail to satisfy their customers are expected to suffer a great decrease in their performance due to troubles related with competitive advantage, sustainability, profits and financial stamina, customer retention and attracting new customers. Thus, first service failures must be identified and recovered from as quickly as possible and the reasons underlying the occurrence of these service failures must be explored and removed to ensure it won’t happen again. This study has been designed to explore the general and specific business to business service quality, the service failure and recovery strategies dimensions in logistics sector and aims to contribute to the business to business marketing literature