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The Relative Efficiency in the Blending of Strategic Dimensions Utilized in the Generation of Customer Satisfaction in the LTL Motor Carrier Industry

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  • Scheraga, Carl A.

Abstract

This preliminary study utilizes a data envelopment methodology to assess the strategic orientations of LTL motor carriers and their impact on customer satisfaction and fi rm profi tability. Strategic orientations are described in terms of seven dimensions previously identifi ed in the motor carrier literature. The study demonstrates that there are “best practice” confi gurations of the intensities of these strategic dimensions that most effi ciently generate the maximum levels of customer satisfaction and perceived levels of service quality. It is shown how the data envelopment methodology provides motor carriers with a means of benchmarking their strategic orientations as well as identifying the competitors against whom such benchmarking should occur.

Suggested Citation

  • Scheraga, Carl A., 2005. "The Relative Efficiency in the Blending of Strategic Dimensions Utilized in the Generation of Customer Satisfaction in the LTL Motor Carrier Industry," Journal of the Transportation Research Forum, Transportation Research Forum, vol. 44(1).
    • Handle: RePEc:ags:ndjtrf:206747
    DOI: 10.22004/ag.econ.206747
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    References listed on IDEAS

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    1. Feitler, Jane N. & Corsi, Thomas M. & Grimm, Curtis M., 1997. "Measuring firm strategic change in the regulated and deregulated motor carrier industry: An 18 year evaluation," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 33(3), pages 159-169, September.
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    Cited by:

    1. Peterson, Steven, 2006. "Differences in Truck Driver Labor Supply Between Owner-Operators and Employees," 47th Annual Transportation Research Forum, New York, New York, March 23-25, 2006 207957, Transportation Research Forum.

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