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LOJİSTİK HİZMETLER BAĞLAMINDA HİZMET PERFORMANSI VE İLİŞKİ KALİTESİ DEĞİŞKENLERİNİN FİRMA PERFORMANSI ÜZERİNE ETKİSİ

Yıl 2019, Cilt: 8 Sayı: 16, 1 - 15, 06.01.2020

Alina Poyraz Hanifi Murat Mutlu

Öz

Lojistik
faaliyetlerin küresel üretim ve ticaretteki kilit rolünün işletmeler, ülkeler
ve uluslararası iktisadi kuruluşlar tarafından farkına varılması ile birlikte,
lojistik hem kavramsal hem de uygulama açısından hızlı bir ilerleme kaydetmenin
yanısıra akademik dünyanın da dikkatini çekmiştir. Ayrıca lojistik
faaliyetlerin genellikle işletme dışından üçüncü bir taraftan hizmet alımı
mantığına dayalı olarak temin edilmesi, taraflar arasında işlemsel ve ilişkisel
bağların incelenmesi gereğini açığa çıkarmaktadır. Özellikle, üretici ve
ihracatçı firmaların üçüncü parti lojistik (3PL) hizmeti sağlayan firmalardan
temin ettikleri lojistik hizmetlerin kalitesi, ihtiyacı karşılama yeteneği ve
etkinliği, hizmet alan firmanın performans çıktıları üzerine anlamlı etkileri
gözlemlenmektedir. Bu model sayesinde; 3PL firmalarının zayıflıklarını ve güçlü
yönlerini fark etmelerine ve sunulan hizmetleri iyileştirmelerine ve müşterinin
neye ihtiyacı olduğunu daha iyi anlamalarına yardımcı olmanın yanısıra
literatüre katkı verilmesi hedeflenmektedir. Ayrıca çalışmanın örneklemi
Moldova’da yerleşik firmalardan kolayda örnekleme yöntemi kullanılarak ulaşılan
anahtar yanıtlayıcılardan oluşmaktadır. Çalışma verileri anket yöntemi ile elde
edilecektir. Çalışma elde edilen sonuç ve bulguların tartışılması ve
yorumlanması ile son bulmaktadır.

Anahtar Kelimeler

Lojistik Hizmet Performansı Güven Memnuniyet Pazar Performansı

Kaynakça

  • Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. the Journal of Marketing, 42-58.
  • Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. Journal of Business research, 51(1), 53-60.
  • Campos, D. F., & Nóbrega, K. C. (2009). Importance and the zone of tolerance of customer expectations of fast food services. Journal of Operations and Supply Chain Management, 2(2), 56-71.
  • Casidy, R., & Nyadzayo, M. (2017). Drivers and outcomes of relationship quality with professional service firms: An SME owner-manager perspective. Industrial Marketing Management.
  • Chee, Y., W., & Noorliza, K. (2010). Explaining the competitive advantage of logistics service provider: A resource-based view approach. International Journal of Production Economics, 128 (1), 51–67. http://dx.doi.org/10.1016/j.ijpe.2009.08.026
  • Chen, K., Chang, C., & Lai, C. (2009). Service quality gaps of business customers in the shipping industry. Transportation Research Part E, 45, 222–237. http://dx.doi.org/10.1016/j.tre.2008.02.005
  • Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern methods for business research, 295(2), 295-336.
  • Cohen, J. (1988), Statistical Power Analysis for the Behavioral Sciences, Lawrence Erlbaum, Mahwah, NJ.
  • Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
  • Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of marketing, 125-131.
  • Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. The journal of marketing, 68-81.
  • Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. the Journal of Marketing, 35-51.
  • Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics.
  • Franklin, D., & Marshall, R. (2018). Adding co-creation as an antecedent condition leading to trust in business-to-business relationships. Industrial Marketing Management.
  • Fynes, B., De Búrca, S., & Marshall, D. (2004). Environmental uncertainty, supply chain relationship quality and performance. Journal of Purchasing and Supply Management, 10(4-5), 179-190.
  • Fynes, B., Voss, C., & de Búrca, S. (2005). The impact of supply chain relationship quality on quality performance. International journal of production economics, 96(3), 339-354.
  • Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. the Journal of Marketing, 1-19.
  • Geyskens, I., Steenkamp, J. B. E., & Kumar, N. (1999). A meta-analysis of satisfaction in marketing channel relationships. Journal of marketing Research, 223-238.
  • Göl, H., & Çatay, B. (2007). Third-party logistics provider selection: insights from a Turkish automotive company. Supply Chain Management: An International Journal, 12(6), 379-384.
  • Gunday, G., Ulusoy, G., Kilic, K., & Alpkan, L. (2011). Effects of innovation types on firm performance. International Journal of production economics, 133(2), 662-676.
  • Güzel, D., Tüzemen, A., & Yaprak, B. (2017). Firmaların 3pl (Üçüncü Parti Lojistik) Hizmet Sağlayıcılarını Seçerken Kullandıkları Kriteler Üzerine Bir Çalışma: Erzurum İhracatçıları Örneği. Ataturk University Journal of Economics & Administrative Sciences, 31(3).
  • Hair J. F, Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) An emerging tool in business research. European Business Review, 26(2), 106-121.
  • Hair, J. F., Black, W. C., & Babin, B. J. et Anderson, RE (2010). Multivariate Data Analysis.(7e éd.).
  • Huang, B., Wang, T., & Xue, X. (2012) Service-selecting approach based on domain-specified 'Quality of Service' model and its application in logistics. The Service Industries Journal, 32 (9), 1571–1588. http://dx.doi.org/10.1080/02642069.2010.551761
  • Huang, Ch., J., & Huang, K., P. (2012) The logistics capabilities scale for logistics service providers. Journal of Information and Optimization Sciences, 33 (1), 135-148. http://dx.doi.org/10.1080/02522667.2012.10700139
  • Jaiswal, A. K. (2008). Customer satisfaction and service quality measurement in Indian call centres. Managing Service Quality: An International Journal, 18(4), 405-416.
  • Jap, S. D., & Anderson, E. (2003). Safeguarding interorganizational performance and continuity under ex post opportunism. Management science, 49(12), 1684-1701.
  • Jayawardhena, C. (2010). The impact of service encounter quality in service evaluation: evidence from a business-to-business context. Journal of Business & Industrial Marketing, 25(5), 338-348.
  • Juga, J., Juntunen, J., & Grant, D. B. (2010). Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships. Managing Service Quality: An International Journal, 20(6), 496-510.
  • Keating, B., Rugimbana, R., & Quazi, A. (2003). Differentiating between service quality and relationship quality in cyberspace. Managing Service Quality: An International Journal, 13(3), 217-232.
  • Lee, D. J., Pae, J. H., & Wong, Y. H. (2001). A model of close business relationships in China (guanxi). European journal of Marketing, 35(1/2), 51-69.
  • Leonidou, L. C., Barnes, B. R., & Talias, M. A. (2006). Exporter–importer relationship quality: The inhibiting role of uncertainty, distance, and conflict. Industrial Marketing Management, 35(5), 576-588.
  • Leuthesser, L., & Kohli, A. K. (1995). Relational behavior in business markets: Iplications for relationship management. Journal of Business Research, 34(3), 221-233.
  • Liao, K. H. (2012). Service quality, and customer satisfaction: Direct and indirect effects in a B2B customer loyalty framework. Journal of global business management, 8(1), 86.
  • Lu, C., S., & Yang, C., C. (2007). Logistics capabilities, competitive advantage and firm performance in international distribution center operators. Transportation Planning Journal, 36 (2), 253–277.
  • Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of marketing, 65(4), 82-104.
  • Mentzer, J. T., Flint, D. J., & Kent, J. L. (1999). Developing a logistics service quality scale. Journal of Business, 20(1), 9-32.
  • Moldova in cifre. Biroul National de statistica al Republicii Moldova 2018 http://www.statistica.md
  • Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. the Journal of Marketing, 81-101.
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The journal of marketing, 20-38.
  • Mutlu, H.M. (2017) "Dağıtım Kanallarında Performans, Sadakat ve Benzerlik Arası İlişkiler: Örgütsel Yeteneklerin Düzenleyici Rolü." Mustafa Kemal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 38 (14), 185-211.
  • Osobajo, O. A., & Moore, D. R. (2017). The B2Com relationship: an empirical study of the measure of relationship quality in a business-to-community relationship.
  • Özbek, A., & Eren, T. (2012). Üçüncü Parti Lojistik (3PL) Firmanın Analitik Hiyerarşi Süreciyle (AHS) Belirlenmesi. International Journal of Engineering Research and Development, 4(2), 46-54.
  • Panayides, P. M. (2007). The impact of organizational learning on relationship orientation, logistics service effectiveness and performance. Industrial marketing management, 36(1), 68-80.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of marketing, 58(1), 111-124.
  • Phan, M. C., Styles, C. W., & Patterson, P. G. (2005). Relational competency's role in Southeast Asia business partnerships. Journal of business research, 58(2), 173-184.
  • Rafiq, M., & Jaafar, H. S. (2007). Measuring Customers' perceptıons Of Logistics Service Quality Of 3PL Service Providers. Journal of business logistics, 28(2), 159-175.
  • Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
  • So, S. H., Kim, J., Cheong, K., & Cho, G. (2006). Evaluating the service quality of third-party logistics service providers using the analytic hierarchy process. JISTEM-Journal of Information Systems and Technology Management, 3(3), 261-270.
  • Stank, T. P., Goldsby, T. J., Vickery, S. K., & Savitskie, K. (2003). Logistics service performance: estimating its influence on market share. Journal of business logistics, 24(1), 27-55.
  • Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction–a factor specific approach. Journal of services marketing, 16(4), 363-379.
  • Şahin, A. G., & Berberoğlu, N. (2011). Lojistik Outsourcing Karar Süreci ve 3PL Firma Seçim Kriterleri1. Online Academic Journal Of Information Technology Fall, 2(5).
  • Third Party Logistics (3PL) Market Analysis Report By Service, By End Use (Retail, Manufacturing, Automotive), By Transport (Roadways, Railways, Waterways), And Segment Forecasts, 2019 – 2025. https://www.grandviewresearch.com/industry-analysis/third-party-logistics-market (Erişim Tarihi: 29.10.2019)
  • Yıldız, M. S., & Turan, I. (2015). Lojistik Dis Kaynak Kullanimi ve Lojistik Hizmet Saglayicilarinin Rolü: Türkiye Çelik Boru Üretim Isletmelerinde Bir Arastirma*/Logistics Outsourcing and The Role of Logistics Service Providers: A Study About Steel Pipe Production Enterprises in Turkey. Business and Economics Research Journal, 6(1), 79.
  • Youngdahl, W. E., & Kellogg, D. L. (1997). The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspective. Journal of Operations Management, 15(1), 19-32.
  • Логистические процессы и морские магистрали II/ Denizlerin Lojistik Süreçleri ve Otoyolları II https://polen.itu.edu.tr/xmlui/handle/11527/5021

THE EFFECTS OF SERVICE PERFORMANCE AND RELATIONSHIP QUALITY ON THE FIRM PERFORMANCE IN LOGISTICS SERVICE CONTEXT

Yıl 2019, Cilt: 8 Sayı: 16, 1 - 15, 06.01.2020

Alina Poyraz Hanifi Murat Mutlu

Öz

With the recognition of the key
role of logistics activities in global production and trade by businesses,
countries and international economic organizations, logistics has made rapid
progress in terms of both conceptual and implementation, and attracted the
attention of the academic world. In addition, the fact that logistics
activities are generally provided from a third party outside the enterprise
based on the logic of service procurement reveals the necessity of examining
the transactional and relational links between the parties. In particular, the
quality of logistics services, ability to meet the needs and efficiency
provided by third party logistics (3PL) have a significant effect on the
performance outputs of the manufacturers and exporters. This model is intended
to help the 3PL companies know their weaknesses and strengths, improve the
services offered and understand the needs of customers as well as contribute to
the literature. In addition, the sample of the study consisted of key
respondents from the firms located in Moldova using the easy sampling method.
Study data will be obtained by survey method. The study ends with discussion
and interpretation of the results and findings.

Anahtar Kelimeler

Logistics Service Performance Trust Satisfaction Market Performance

Kaynakça

  • Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. the Journal of Marketing, 42-58.
  • Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. Journal of Business research, 51(1), 53-60.
  • Campos, D. F., & Nóbrega, K. C. (2009). Importance and the zone of tolerance of customer expectations of fast food services. Journal of Operations and Supply Chain Management, 2(2), 56-71.
  • Casidy, R., & Nyadzayo, M. (2017). Drivers and outcomes of relationship quality with professional service firms: An SME owner-manager perspective. Industrial Marketing Management.
  • Chee, Y., W., & Noorliza, K. (2010). Explaining the competitive advantage of logistics service provider: A resource-based view approach. International Journal of Production Economics, 128 (1), 51–67. http://dx.doi.org/10.1016/j.ijpe.2009.08.026
  • Chen, K., Chang, C., & Lai, C. (2009). Service quality gaps of business customers in the shipping industry. Transportation Research Part E, 45, 222–237. http://dx.doi.org/10.1016/j.tre.2008.02.005
  • Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern methods for business research, 295(2), 295-336.
  • Cohen, J. (1988), Statistical Power Analysis for the Behavioral Sciences, Lawrence Erlbaum, Mahwah, NJ.
  • Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
  • Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of marketing, 125-131.
  • Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. The journal of marketing, 68-81.
  • Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. the Journal of Marketing, 35-51.
  • Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics.
  • Franklin, D., & Marshall, R. (2018). Adding co-creation as an antecedent condition leading to trust in business-to-business relationships. Industrial Marketing Management.
  • Fynes, B., De Búrca, S., & Marshall, D. (2004). Environmental uncertainty, supply chain relationship quality and performance. Journal of Purchasing and Supply Management, 10(4-5), 179-190.
  • Fynes, B., Voss, C., & de Búrca, S. (2005). The impact of supply chain relationship quality on quality performance. International journal of production economics, 96(3), 339-354.
  • Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. the Journal of Marketing, 1-19.
  • Geyskens, I., Steenkamp, J. B. E., & Kumar, N. (1999). A meta-analysis of satisfaction in marketing channel relationships. Journal of marketing Research, 223-238.
  • Göl, H., & Çatay, B. (2007). Third-party logistics provider selection: insights from a Turkish automotive company. Supply Chain Management: An International Journal, 12(6), 379-384.
  • Gunday, G., Ulusoy, G., Kilic, K., & Alpkan, L. (2011). Effects of innovation types on firm performance. International Journal of production economics, 133(2), 662-676.
  • Güzel, D., Tüzemen, A., & Yaprak, B. (2017). Firmaların 3pl (Üçüncü Parti Lojistik) Hizmet Sağlayıcılarını Seçerken Kullandıkları Kriteler Üzerine Bir Çalışma: Erzurum İhracatçıları Örneği. Ataturk University Journal of Economics & Administrative Sciences, 31(3).
  • Hair J. F, Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) An emerging tool in business research. European Business Review, 26(2), 106-121.
  • Hair, J. F., Black, W. C., & Babin, B. J. et Anderson, RE (2010). Multivariate Data Analysis.(7e éd.).
  • Huang, B., Wang, T., & Xue, X. (2012) Service-selecting approach based on domain-specified 'Quality of Service' model and its application in logistics. The Service Industries Journal, 32 (9), 1571–1588. http://dx.doi.org/10.1080/02642069.2010.551761
  • Huang, Ch., J., & Huang, K., P. (2012) The logistics capabilities scale for logistics service providers. Journal of Information and Optimization Sciences, 33 (1), 135-148. http://dx.doi.org/10.1080/02522667.2012.10700139
  • Jaiswal, A. K. (2008). Customer satisfaction and service quality measurement in Indian call centres. Managing Service Quality: An International Journal, 18(4), 405-416.
  • Jap, S. D., & Anderson, E. (2003). Safeguarding interorganizational performance and continuity under ex post opportunism. Management science, 49(12), 1684-1701.
  • Jayawardhena, C. (2010). The impact of service encounter quality in service evaluation: evidence from a business-to-business context. Journal of Business & Industrial Marketing, 25(5), 338-348.
  • Juga, J., Juntunen, J., & Grant, D. B. (2010). Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships. Managing Service Quality: An International Journal, 20(6), 496-510.
  • Keating, B., Rugimbana, R., & Quazi, A. (2003). Differentiating between service quality and relationship quality in cyberspace. Managing Service Quality: An International Journal, 13(3), 217-232.
  • Lee, D. J., Pae, J. H., & Wong, Y. H. (2001). A model of close business relationships in China (guanxi). European journal of Marketing, 35(1/2), 51-69.
  • Leonidou, L. C., Barnes, B. R., & Talias, M. A. (2006). Exporter–importer relationship quality: The inhibiting role of uncertainty, distance, and conflict. Industrial Marketing Management, 35(5), 576-588.
  • Leuthesser, L., & Kohli, A. K. (1995). Relational behavior in business markets: Iplications for relationship management. Journal of Business Research, 34(3), 221-233.
  • Liao, K. H. (2012). Service quality, and customer satisfaction: Direct and indirect effects in a B2B customer loyalty framework. Journal of global business management, 8(1), 86.
  • Lu, C., S., & Yang, C., C. (2007). Logistics capabilities, competitive advantage and firm performance in international distribution center operators. Transportation Planning Journal, 36 (2), 253–277.
  • Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of marketing, 65(4), 82-104.
  • Mentzer, J. T., Flint, D. J., & Kent, J. L. (1999). Developing a logistics service quality scale. Journal of Business, 20(1), 9-32.
  • Moldova in cifre. Biroul National de statistica al Republicii Moldova 2018 http://www.statistica.md
  • Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. the Journal of Marketing, 81-101.
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The journal of marketing, 20-38.
  • Mutlu, H.M. (2017) "Dağıtım Kanallarında Performans, Sadakat ve Benzerlik Arası İlişkiler: Örgütsel Yeteneklerin Düzenleyici Rolü." Mustafa Kemal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 38 (14), 185-211.
  • Osobajo, O. A., & Moore, D. R. (2017). The B2Com relationship: an empirical study of the measure of relationship quality in a business-to-community relationship.
  • Özbek, A., & Eren, T. (2012). Üçüncü Parti Lojistik (3PL) Firmanın Analitik Hiyerarşi Süreciyle (AHS) Belirlenmesi. International Journal of Engineering Research and Development, 4(2), 46-54.
  • Panayides, P. M. (2007). The impact of organizational learning on relationship orientation, logistics service effectiveness and performance. Industrial marketing management, 36(1), 68-80.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of marketing, 58(1), 111-124.
  • Phan, M. C., Styles, C. W., & Patterson, P. G. (2005). Relational competency's role in Southeast Asia business partnerships. Journal of business research, 58(2), 173-184.
  • Rafiq, M., & Jaafar, H. S. (2007). Measuring Customers' perceptıons Of Logistics Service Quality Of 3PL Service Providers. Journal of business logistics, 28(2), 159-175.
  • Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
  • So, S. H., Kim, J., Cheong, K., & Cho, G. (2006). Evaluating the service quality of third-party logistics service providers using the analytic hierarchy process. JISTEM-Journal of Information Systems and Technology Management, 3(3), 261-270.
  • Stank, T. P., Goldsby, T. J., Vickery, S. K., & Savitskie, K. (2003). Logistics service performance: estimating its influence on market share. Journal of business logistics, 24(1), 27-55.
  • Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction–a factor specific approach. Journal of services marketing, 16(4), 363-379.
  • Şahin, A. G., & Berberoğlu, N. (2011). Lojistik Outsourcing Karar Süreci ve 3PL Firma Seçim Kriterleri1. Online Academic Journal Of Information Technology Fall, 2(5).
  • Third Party Logistics (3PL) Market Analysis Report By Service, By End Use (Retail, Manufacturing, Automotive), By Transport (Roadways, Railways, Waterways), And Segment Forecasts, 2019 – 2025. https://www.grandviewresearch.com/industry-analysis/third-party-logistics-market (Erişim Tarihi: 29.10.2019)
  • Yıldız, M. S., & Turan, I. (2015). Lojistik Dis Kaynak Kullanimi ve Lojistik Hizmet Saglayicilarinin Rolü: Türkiye Çelik Boru Üretim Isletmelerinde Bir Arastirma*/Logistics Outsourcing and The Role of Logistics Service Providers: A Study About Steel Pipe Production Enterprises in Turkey. Business and Economics Research Journal, 6(1), 79.
  • Youngdahl, W. E., & Kellogg, D. L. (1997). The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspective. Journal of Operations Management, 15(1), 19-32.
  • Логистические процессы и морские магистрали II/ Denizlerin Lojistik Süreçleri ve Otoyolları II https://polen.itu.edu.tr/xmlui/handle/11527/5021
Toplam 56 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Alina Poyraz Bu kişi benim 0000-0002-9174-0586

Hanifi Murat Mutlu 0000-0001-9757-6708

Yayımlanma Tarihi 6 Ocak 2020
Yayımlandığı Sayı Yıl 2019 Cilt: 8 Sayı: 16

Kaynak Göster

APA Poyraz, A., & Mutlu, H. M. (2020). LOJİSTİK HİZMETLER BAĞLAMINDA HİZMET PERFORMANSI VE İLİŞKİ KALİTESİ DEĞİŞKENLERİNİN FİRMA PERFORMANSI ÜZERİNE ETKİSİ. Global Journal of Economics and Business Studies, 8(16), 1-15.
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