Service Quality of Freight Forwarders

ISBN-13: 9786204210261 / Angielski / Miękka / 248 str.

Subhashini Srinivasan; Preetha Subrahmanyan

Opis

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.

O autorze

Srinivasan, SubhashiniDr. 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.