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Shipping Managers' Perceptions On Customers' Expectations: A Misleading Concept?

In: Marketing And Management Sciences

Author

Listed:
  • DAMIANOS P. SAKAS

    (Department of Computer and Technology Science, University of Peloponnesse, Praxitelus89-9, Piraeus, 18532, Greece)

  • TERZI MARINA

    (Business Department, Oxford Brookes University, Headington Campus, Gipsy Lane, Oxford OX3 0BP, UK)

Abstract

This paper aims at identifying the correlation between shipping managers' perceptions and customers' expectations, which is of the essence since service of high quality is to be delivered. The research was carried out based on ShipServ model with the distribution of questionnaires and the conduction of interviews to six major Greek shipping transportation companies. The outcomes of the research clearly reveal that there is a mismatch between managers' perceptions on customers' expectations, not great is volume though as their mismatch on customers' ending perceived travel value.

Suggested Citation

  • Damianos P. Sakas & Terzi Marina, 2010. "Shipping Managers' Perceptions On Customers' Expectations: A Misleading Concept?," World Scientific Book Chapters, in: Damianos P Sakas & Nikolaos Konstantopoulos (ed.), Marketing And Management Sciences, chapter 50, pages 285-289, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9781848165106_0050
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    More about this item

    Keywords

    Management; Organizational Behavior; Marketing; Negotiation; Dynamic Models; International Business; Strategic Business; Human Resource;
    All these keywords.

    JEL classification:

    • O30 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - General

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