Pantouvakis, Angelos; Chlomoudis, Constantinos; Dimas, … - In: Maritime Policy & Management 35 (2008) 5, pp. 449-467
A key question is whether the service quality instruments developed for other services’ industries may be used to gauge service quality perceptions in shipping. Grounded on similar studies that test the most widely used American service quality instrument, SERVQUAL, in the commercial shipping...