Handbook of Management Scales/Distribution service performance

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Distribution service performance (alpha = 0.86; AVE = 0.55; CR = 0.86)[edit]

Description[edit]

Distribution service performance was measured with Ellinger et al.’s (2000) scale. One item (“notifying customers in advance”) was replaced with an item from Stank et al.’s (2001) scale.

Definition[edit]

Distribution service performance refers to “the overall fulfillment of customer expectations in logistics operations”.

Items[edit]

Please rate your logistics organization’s performance in comparison to competitors:

  • The ability to meet quoted or anticipated delivery dates and quantities on a consistent basis. (0.75)
  • The ability to respond to the needs and wants of key customers. (0.71)
  • The ability to accommodate delivery times for specific customers. (0.68)
  • The adherence to customer specifications. (0.72)
  • The global judgment regarding the extent to which logistics performance matches customer expectations. (0.84)

Items were measured on a scale from “1 = much worse” to “7 = much better than competitors”.

Source[edit]

  • Bühler/Wallenburg/Wieland (2016): Accounting for External Turbulence of Logistics Organizations via Performance Measurement Systems. Supply Chain Management: An International Journal, Vol. 21, No. 6