Order Discrepancy Handling

What it measures

Order discrepancy handling reflects customers' assessments of how effectively their logistics service provider addresses and resolves errors, deficiencies, or quality complaints that arise after order receipt. The construct captures satisfaction with discrepancy correction procedures, adequacy of the discrepancy reporting process, and responsiveness to quality discrepancy reports. Within the LSQ process model, discrepancy handling is triggered when accuracy, condition, or quality shortfalls occur, and in turn influences overall timeliness perceptions and customer satisfaction.

Representative items

• Correction of delivered quality discrepancies is satisfactory.
• The report of discrepancy process is adequate.
• Response to quality discrepancy reports is satisfactory.

Citation

Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104.