An assessment of service quality for cold-chain logistics in air freight: A Perception-Expectation gap model based on fuzzy Best-Worst Method

IF 3.5 2区工程技术 Q1 ENGINEERING, MECHANICAL International Journal of Refrigeration-revue Internationale Du Froid Pub Date : 2024-11-25 DOI:10.1016/j.ijrefrig.2024.11.028

Show-Hui Huang , Jun-Wen Chen , Huynh Tan Nguyen , Wen-Kai Hsu

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引用次数: 0

Abstract

Recently, the requirements for cold-chain logistics in air freight (CLAF) have appeared to grow steadily. However, such an issue has been discussed less in the relevant research. The main purpose of this research is to evaluate the CLAF's service quality. In this paper, a Perception-Expectation gap model based on the fuzzy Best-Worst Method (BWM) is proposed to evaluate the service quality of CLAF. A typical CLAF operator with its main shippers in Taiwan was then empirically investigated to validate the proposed model. The result shows that shippers are mostly concerned with the service qualities of Stable and multiple shipping spaces, Pricing reasonableness, and Perfect cargo delivery. Based on the results, theoretical and managerial implications are discussed. The results can provide practical information for air freight operators to make managerial policies to improve their cold-chain operational performances. Further, the proposed model can provide a theoretical reference regarding the service quality gap in practical applications.

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来源期刊

International Journal of Refrigeration-revue Internationale Du Froid 工程技术-工程：机械

CiteScore

7.30

自引率

12.80%

发文量

363

审稿时长

3.7 months

期刊介绍： The International Journal of Refrigeration is published for the International Institute of Refrigeration (IIR) by Elsevier. It is essential reading for all those wishing to keep abreast of research and industrial news in refrigeration, air conditioning and associated fields. This is particularly important in these times of rapid introduction of alternative refrigerants and the emergence of new technology. The journal has published special issues on alternative refrigerants and novel topics in the field of boiling, condensation, heat pumps, food refrigeration, carbon dioxide, ammonia, hydrocarbons, magnetic refrigeration at room temperature, sorptive cooling, phase change materials and slurries, ejector technology, compressors, and solar cooling. As well as original research papers the International Journal of Refrigeration also includes review articles, papers presented at IIR conferences, short reports and letters describing preliminary results and experimental details, and letters to the Editor on recent areas of discussion and controversy. Other features include forthcoming events, conference reports and book reviews. Papers are published in either English or French with the IIR news section in both languages.