According to this model, perceived quality is measured by the imbalance between
two separate scales, one measuring expectations and the other the perception of the
result. Later revisions of the scale, however, led Cronin and Taylor (1994) to reject
measurement of expectations and consider only the result measurement scale
(SERVPERF). The debate is ongoing, although in the sphere of logistics specific
measurement models are being developed on the basis of the above models, but
adapted to the special features of logistics service. These features include in particular
the fact that the people object of the service are replaced by “things” (objects, materials,
products, . . .) and the physical separation of customer and supplier. We would
underline two important contributions from Bienstock et al. (1997) and Mentzer et al.
(1999). The former developed a specific model known as physical distribution
service quality, based on result, rather than on functional or process dimensions.
Mentzer et al. (1999) carried out a study to confirm the accuracy of the model developed
by Bienstock et al. (1997) with an integral logistics focus. This revision and validation provided a new multidimensional model which they called LSQ.