Ordering Procedures

What it measures

Ordering procedures reflects customers' evaluations of the efficiency and usability of the processes through which they interact with their logistics service provider to place orders. The construct captures perceptions of both the effectiveness of requisitioning procedures and the ease with which those procedures can be executed. The authors found ordering procedures to be the most consistent direct driver of customer satisfaction across all four customer segments studied. A 2-item scale.

Representative items

• Requisitioning procedures are effective.
• Requisitioning procedures are easy to use.

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.