Title: Outcome, interaction, environment and relationship quality in service quality interfaces gaps and supply chain competitiveness: a conceptual framework

Authors: Umer Mukhtar; Suleman Anwar

Addresses: Faculty of Management Sciences, GIFT University, Gujranwala, Pakistan; University of Management and Technology, Lahore, Pakistan ' Faculty of Management Sciences, GIFT University, Gujranwala, Pakistan

Abstract: The aim of study is to explore and propose the role of outcome, interaction, and environmental quality in the interfaces gap of service quality in the presence of third party logistics on supply chain competitiveness with mediating role of relationship quality. It is a propositional paper, in which the implications of service quality parameters in the interfaces within the supply chain are hypothesised and proposed to study and empirically investigated in future. A very few studies of service quality in the context of whole supply chain integration, collaboration, and performance exist in the supply chain literature. This study posits a significant contribution towards the managing service quality within supply chain context.

Keywords: outcome quality; supply chain competitiveness; interactional quality; environmental quality; supply chain performance; supply chain management; SCM; service quality; value co-creation; value creation; supply chain integration; relationship quality; supply chain collaboration.

DOI: 10.1504/IJBFMI.2016.078606

International Journal of Business Forecasting and Marketing Intelligence, 2016 Vol.2 No.3, pp.248 - 268

Received: 16 Apr 2016
Accepted: 11 Jun 2016
Published online: 25 Aug 2016 *

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