References
- 1. M. Nowicka-Skowron, “Logistics objectives in view of a business strategy,” Freiberger Forschungshefte, Freiberg: D 238 Wirtschaftswissenschaften, 2010, p. 268-277.
- 2. J.T. Mentzer, D.J. Flint, and G.T.M. Hult, “Logistics service quality as a segment customized-process,” in Journal of Marketing, No. 65, 2001, p. 82-104.
- 3. C.C. Bienstock, J.T. Mentzer, and M.M. Bird, “Measuring physical distribution service quality,” in Journal of Academy of Marketing Science, No. 25, 1997, p. 31-44.
- 4. J. C. Anderson, and J. A. Narus, Business Market Management. Understanding, Creating and Delivering Value, New Jersey: Prentice Hall, 1999, p. 161.
- 5. F. J. Beier, and K. Rutkowski, Logistyka, Warszawa: Wydawnictwo Szkoly Glownej Handlowej, 2004, p. 39-40.
- 6. M. Christopher, and H. Peck, Marketing Logistics, Oxford: Butterworth-Heinemann, 2003, p. 32.
- 7. D. Kempy, Obsluga logistyczna, Katowice: Wydawnictwo Akademii Ekonomicznej Katowice, 2008, p. 8-14.
- 8. S.E. Fawcett, and M.B. Cooper, “Logistics Performance Measurement and Customer Success,” in Industrial Marketing Management, No. 27, 1998, p. 341-357.
- 9. H. Isermann, “Logistik im Unternehmen - einer Einführung,“ in H. Isermann, Beschaffung, Produktion, Distribution, Landsberg: Verlag Moderne Industrie, 1994, p. 181.
- 10. D. Kempny, Logistyczna obsluga klienta, Warszawa: Polskie Wydawnictwa Ekonomiczne, 2001, p. 15.
- 11. R. Florez-Lopez, and J.M. Ramon-Jeronimo, “Managing logistics customer service under uncertainty: An integrative fuzzy Kano framework.” in Information Sciences, No. 202, 2012, p.41-57.
- 12. P.M. Panayides, “The impact of organizational learning on relationship orientation, logistics service effectiveness and performance.” in Industrial Marketing Management, No. 36, 2007, p.68-80.
- 13. S. Borkowski, and M. Ingaldi, Product quality improvement and companies’ competitiveness, Faculty of Logistics, Celje: University of Maribor, 2013, p. 43-65.
- 14. W. Szczepankiewicz, Obsluga logistyczna sektora handlu. Uwarunkowania i kierunki zmian, Krakow: Wydawnictwo Akademii Ekonomicznej Kraków, 2002, p. 159.
- 15. S. Wilmanska-Sosnowska, “Obsluga klienta jako czynnik sukcesu przedsiebiorstwa w warunkach konkurencji,” in Skuteczne zarzadzanie sprzedaza w warunkach konkurencji - teoria, doswiadczenie, tendencje, Conference Proceedings of Szczecin University, Szczecin: Wydawnictwo Uniwersytetu Szczecinskiego, 2000, pp. 31-39.
- 16. S. Abt, and H. Wozniak, Podstawy logistyki, Gdansk: Wydawnictwo Uniwersytetu Gdanskiego, 1993, p. 57.
- 17. J. Dlugosz, Relacyjno-jakosciowa koncepcja logistyki w zarzadzaniu, Poznan: Wydawnictwo Akademii Ekonomicznej Poznań, 2000, p. 151.
- 18. A. Parasurman, V. A. Zeithaml, and L. L. Berry, “SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality,” in Journal of Retailing, No. 64 (1), 1988, p. 12-40.
- 19. A. Parasurman, V. A. Zeithaml, and L. L. Berry, “Refinement and reassessment of the SERVQUAL scale,” in Journal of Retailing, No. 67 (4), 1989, pp. 420-450.
- 20. A. Parasurman, V. A. Zeithaml, and L. L. Berry, “Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria,” in Journal of Marketing, No. 70 (3), 1994, pp. 201-230.
- 21. A. R. Meybodi, “Measuring service quality using Servqual model: A case study of brokerage ofices in Iran,“ in International Journal for Quality Research, No. 6(1), 2012, p.55-61.
- 22. F. Pakdil, and O. Aydin, “Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores,” in Journal of Air Transport Management, No. 13, 2007, p. 229-237.
- 23. C. Rafele, “Logistic service measurement: a reference framework,” in Journal of Manufacturing Technology Management, No. 15(3), 2004.
- 24. W. Ostasiewicz, Metody ilosciowe w ekonomii, Wroclaw: Wydawnictwo Akademii Ekonomicznej Wroclaw, 1999, p. 309-310.
- 25. D. B. Grant, D. M. Lambert, J.R. Stock, and L. M. Ellram, Fundamentals of Logistics Management, UK: Mc Graw Hill, 2006, p. 39-75.
- 26. A. Wojcik-Mazur, Teoretyczne i praktyczne aspekty zarzadzania przedsiebiorstwem, Czestochowa: Wydawnictwo Wydzialu Zarzadzania Politechniki Czestochowskiej, 2012, p. 61-68.
- 27. A. Brzozowska, Selected problems of strategic management of enterprises, Ostrava: Vysoka Skola Banska, 2013, p. 23-30.
- 28. M. Grabowska M., I. Otola, „Wartosc dodana determinanta konkurencyjnosci przedsiebiorstwa,” in J. Duraj, and A. Sajnoga, Ekonomiczne i pozaekonomiczne czynniki zarzadzania wartoscia przedsiebiorstwa, Lodz: Wydawnictwo Uniwersytetu Lodzkiego, 2013, p. 81-95.
- 29. S.C. Tseng, and S.W. Hung, “A framework identifying the gaps between customers’ expectations and their perceptions in green products,” in Journal of Cleaner Production, No. 59, 2013, p.174-184.
- 30. M. Mihajlovic, “Quality of inter-organizational system (IOS) framework for supply chain management (SCM): study of six collaborative factors from supplier and customer perspective,” in International Journal for Quality Research, No. 4(3), 2010, p.181-192.