REGIONAL DIFFERENCES IN THE EVALUATION OF LOGISTICS CUSTOMER SERVICE: AN INVESTIGATION IN THE RETAIL GROCERY INDUSTRY IN FIVE BRAZILIAN CAPITALS

Authors

  • Kleber Figueiredo Universidade Federal do Rio de Janeiro
  • Rebecca Arkader Universidade Federal do Rio de Janeiro
  • Cesar Lavalle Universidade Federal do Rio de Janeiro
  • Maria Fernanda Hijjar Universidade Federal do Rio de Janeiro

Abstract

This paper draws on a survey investigation of the existence of regional differences in the expectations and perceptions of retailers in the grocery industry of five Brazilian capitals as to performance in the logistics service provided by their manufacturer suppliers. Five service attributes were considered in the present study, measuring four service dimensions considered to be the most relevant by retailers. In terms of expectations, results show uniformity regarding three attributes and remarkable differences in two others. Several significant differences could be found in terms of the perception of both average and best practice performance in the five areas. Results indicate that there is ground for supplier companies to take such regional differences into account when defining the level of logistics service they will provide to their customers located in different parts of the country.

KEYWORDS: Customer service; Logistics practices; Service evaluation.

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Author Biographies

Kleber Figueiredo, Universidade Federal do Rio de Janeiro

Professor Adjunto do Instituto COPPEAD de Administração da Universidade Federal do Rio de Janeiro

Rebecca Arkader, Universidade Federal do Rio de Janeiro

Professora Adjunta do Instituto COPPEAD de Administração da Universidade Federal do Rio de Janeiro

Cesar Lavalle, Universidade Federal do Rio de Janeiro

Pesquisador do Centro de Estudos em Logística do Instituto COPPEAD de Administração da Universidade Federal do Rio de Janeiro

Maria Fernanda Hijjar, Universidade Federal do Rio de Janeiro

Pesquisadora do Centro de Estudos em Logística do Instituto COPPEAD de Administração da Universidade Federal do Rio de Janeiro

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Published

2008-06-27

Issue

Vol. 3 No. 2 (2002)

Section

Presentation

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