Within supply chains, logistics services have
become a key source of competitive differentiation
between firms. Yet significant challenges
exist relative to developing supply chain service
offerings for global business customers. Diverse
regulations across borders, longer lead times,
and increased transportation costs all add to
the difficulty of managing logistics services
internationally. As a service offering, logistics is
often characterized by intensive customer contact,
extensive customization requirements, and
a reliance on extrinsic cues for service performance.
Because of these qualities, logistics services
are adaptable to specific customer segments,
enhancing customer value and loyalty over
time. In this article, we describe how Logistics
Service Quality (LSQ) components can be used
to identify global segments of logistics services
customers. By identifying specific customer
segments, some which may transcend national
borders, logistics managers can benefit from
reduced costs, enhanced revenue, and the
ability to differentiate their offering from others