FAKTORY OVLIVŇUJÍCÍ ROZHODOVÁNÍ ZÁKAZNÍKA NA TRHU KONTEJNEROVÝCH PŘEPRAV
Klíčová slova:
faktory rozhodování, kontejnerová přeprava, kvalita služby, zákaznické preferenceAbstrakt
Výzkum analyzuje faktory, které rozhodují o výběru poskytovatele logistických a přepravních služeb na trhu kontejnerových přeprav v České republice (dále jen ČR). Studie staví na bohaté škále faktorů zmíněné v obdobných výzkumných studiích mimo Evropu a zároveň se zaměřuje na faktory charakteristické pro české zákazníky. Jako kvalitativní metoda výzkumu je aplikováno dotazníkové šetření. Na základě výzkumného projektu byl vyvinut model TARRQUAL, nový nástroj pro měření kvality služeb. Cílem výzkumu je aplikovat tento nástroj především na přepravním trhu. Projekt si dále klade za cíl podpořit empirický výzkum v oblasti měření kvality poskytovaných služeb na trhu kontejnerových přeprav ve střední a východní Evropě.
Stažení
Data o stažení nejsou doposud dostupná.
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customer loyalty, and market share. Journal of business logistics. Oak Brook, Ill.: Council
of Logistics Management, 1994, roč. 15, č. 1, s. 1-27.
(29) WEN, C.H., HUANG, J.Y. A discrete choice model of ocean carrier choice. Journal
of the Eastern Asia Society for Transportation Studies, 2007, roč. 7, s. 795-807.
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(31) CHEN, K., WU, W. Applying analytic network process in logistics service provider
selection - a case study of the industry investing in southeast Asia. International Journal
of Electronic Business Management, 2011, roč. 9, č. 1, s. 24-36.
(32) STANK, T. P., GOLDSBY, T. J., VICKERY, S. K. Logistics service performance:
estimating its influence on market share. Journal of Business Logistics, 2003, roč. 24, č. 1,
s. 27-55.
<http://www.hafen-hamburg.de/list/HHM>.
(2) LU, C.-S. An Evaluation of Service Attributes in a Partnering Relationship between
Maritime Firms and Shippers in Taiwan. Transportation Journal, 2003, roč.. 42, č. 5, s. 5-
16. ISSN 0041-1612.
(3) ANDERSON, E. J., COLTMAN, T., DEVINNEY, T. M., KEATING, B. What drives the
choice of a third-party logistics provider? Journal of Supply Chain Management, 2011,
roč. 47, č. 2, s. 97-115. ISSN 1523-2409.
(4) PARASURAMAN, A., BERRY, L.L., ZEITHAML, V.A. SERVQUAL: a multiple-item
scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988
roč. 64, č. 1, s. 12-40. ISSN 0022-4359.
(5) DAVIS-SRAMEK, B., DROGE, C., MENTZER, J. T., MYERS, M. B. Creating
commitment and loyalty behavior among retailers: What are the roles of service quality
and satisfaction? Academy of Marketing Science Journal, 2009, roč. 37, č. 4, s. 440-454.
ISSN 0092-0703.
(6) HUNT, S., D., DAVIS, D., F. Grounding Supply Chain Management in Resource-
Advantage Theory. Journal of Supply Chain Management, 2008, roč. 44, č. 1, s. 10-21.
ISSN 1745-493X .
(7) KARLÍČEK, M., NOVINSKÝ, M., TAHAL, R., KOLÁŘ, P., JIRSÁK, P. Role
marketingu ve firmách. Zlín: Radim Bačuvčík – VeRBuM, 2014. 106 s. ISBN 978-80-
87500-56-9.
(8) BIENSTOCK, C., C., MENTZER, J., T., BIRD, M., M. Measuring Physical Distrubution
Service Quality. Journal of Academy of Marketing Science, 1997, roč. 25, č. 1, s. 31-44.
ISSN 0092-0703.
(9) RAFIQ, M., JAAFAR, H., S. Measuring customers' perceptions of logistics service
quality of 3PL service providers. Journal of Business Logistics, 2007, roč. 28, č. 2, s. 159
– VIII. ISSN 2158-1592 .
(10) LEWIS, R., C., BOOMS, B., H. The marketing aspects of service quality. Sborník
konference American Marketing Association: Chicago, 1983, s. 99-104.
(11) MELNYK, S., A., DAVIS, E., W., SPEKMAN, R., E., SANDOR, J. Outcome-driven
supply chains. MIT Sloan Management Review. 2010, roč. 51, č. 2, s. 33-38. ISSN 1532-
9194.
(12) PARASURAMAN, A., BERRY, L.L., ZEITHAML, V.A. Perceived service quality as
a customer-based performance measure: An empirical examination of organizational
barriers using an extended service quality model. Human Resource Management (1986-
1998), 1991, roč. 30, č. 3, s. 335-364.
(13) PARASURAMAN, A., ZEITHAML, V.A., BERRY, L.L. Research note: more on
improving service quality measurement. Journal of Retailing, 1993, roč. 69, č. 1, Spring,
s. 140-7.
(14) PARASURAMAN, A., ZEITHAML, V.A., BERRY, L.L. Reassessment of
expectations as a comparison standard in measuring service quality: implications for
future research. Journal of Marketing, 1994, roč. 58, January, s. 111-24.
(15) SALEH, F., RYAN, C. Analysing service quality in the hospitality industry using the
SERVQUAL model. Services Industries Journal, 1992, roč. 11 č. 3, s. 324-43.
(16) BOUMAN, VAN DER WIELE, T. Measuring service quality in the car service
industry: building and testing an instrument. International Journal of Service Industry
Management, 1992, Vol. 3 No. 4, pp. 4-16.
(17) RIGOTTI, S. PITT, L. SERVQUAL as a measuring instrument for service provider
gaps in business schools. Management Research News, 1992, roč. 15, č. 3, s. 9-17.
(18) FICK, G.R., RITCHIE, J.R.B. Measuring service quality in the travel and tourism
industry. Journal of Travel Research, 1991, roč. 30, č. 2, Autumn, s. 2-9.
(19) KANNAN, V. Benchmarking the service quality of ocean container carriers using
AHP. Benchmarking: An International Journal, 2010, roč. 17, č. 5, s. 637-656.
(20) KANNAN, V., BOSE, S. K., KANNAN, N. G. Ocean container carrier selection
criteria and their perceived importance in the indian environment: A shipperonly study.
IUP Journal of Operations Management, 2010, roč. 9, č. 4, s. 35-51.
(21) KANNAN, V. Improving the service quality of ocean container carriers: An Indian
case study. Benchmarking: An international journal, 2012, roč. 19, č. 6, s.709-729.
(22) BUTTLE, F. SERVQUAL: review, critique, research agenda. European Journal of
Marketing, 1994, roč. 30, č. 1, s. 8-32.
(23) INNIS, D. E., LA LONDE B. J. Customer service: The key to customer satisfaction,
customer loyalty, and market share. Journal of business logistics. Oak Brook, Ill.: Council
of Logistics Management, 1994, roč. 15, č. 1, s. 1-27.
(24) KENT J. L., PARKER S. R. International Containership Carrier Selection Criteria:
Shippers/Carriers Differences. International Journal of Physical Distribution & Logistics,
1999, roč. 29, č. 6, s. 398-408.
(25) BHATTI, R. S., KUMAR, P. AND KUMAR, D. Analytical modeling of third party
service provider selection in lead logistics provider environments. Journal of Modelling in
Management, 2010, roč. 5, č. 3, s. 275-286.
(26) WONG, P.C., YAN, H., BAMFORD, C. Evaluation of factors for carrier selection in
the China pearl river delta. Maritime Policy & Management, 2008, roč. 35 č. 1, s. 27-52.
(27) MENON, A., BHARADWAJ, S.G., HOWELL, R.D. The quality and effectiveness of
marketing strategy: effect of functional and dysfunctional conflict in intra-organizational
relationships. Journal of Academy of Marketing Science, 1996, roč. 24, č. 4, s. 299-313.
(28) INNIS, D. E., LA LONDE B. J. Customer service: The key to customer satisfaction,
customer loyalty, and market share. Journal of business logistics. Oak Brook, Ill.: Council
of Logistics Management, 1994, roč. 15, č. 1, s. 1-27.
(29) WEN, C.H., HUANG, J.Y. A discrete choice model of ocean carrier choice. Journal
of the Eastern Asia Society for Transportation Studies, 2007, roč. 7, s. 795-807.
(30) CRUM, M. R., JOHNSON, D. A., ALLEN, B. J. A longitudinal assessment of EDI
use in the U.S. motor carrier industry. Transportation Journal, 1998, roč. 38, č. 1, s. 15-
28.
(31) CHEN, K., WU, W. Applying analytic network process in logistics service provider
selection - a case study of the industry investing in southeast Asia. International Journal
of Electronic Business Management, 2011, roč. 9, č. 1, s. 24-36.
(32) STANK, T. P., GOLDSBY, T. J., VICKERY, S. K. Logistics service performance:
estimating its influence on market share. Journal of Business Logistics, 2003, roč. 24, č. 1,
s. 27-55.
Stahování
Publikováno
2015-11-09
Jak citovat
Šrámková, E. ., Huňák, J. ., & Niko, E. . (2015). FAKTORY OVLIVŇUJÍCÍ ROZHODOVÁNÍ ZÁKAZNÍKA NA TRHU KONTEJNEROVÝCH PŘEPRAV. Perner’s Contacts, 10(3), 160–175. Získáno z https://pernerscontacts.upce.cz/index.php/perner/article/view/688
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Copyright (c) 2020 Eva Šrámková##common.commaListSeparator##James Huňák##common.commaListSeparator##Eduard Niko
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