search query: @indexterm MARITIME TRANSPORT / total: 85
reference: 8 / 85
| Author: | Durvasula, S. Lysonski, S. Mehta, S. C. |
| Title: | Understanding the interfaces: how ocean freight shipping lines can maximize satisfaction |
| Journal: | Industrial Marketing Management
2002 : SEP, VOL. 31:6, p. 491-504 |
| Index terms: | Maritime transport Freight transport Service marketing Service quality Consumer satisfaction |
| Language: | eng |
| Abstract: | The study examines a sample od shipping managers in Singapore who evaluated the service dimensions of ocean freight shipping lines (or companies). Using an analytical method called decision tree calculus, the authors identify the combination of interfacing departments that maximize service satisfaction. The results offer guidance to ocean shipping lines in terms of the importance of key interfacing departments in shaping satisfaction and perceived quality. |
SCIMA