The Relative Efficiency in the Blending of Strategic Dimensions Utilized in the Generation of Customer Satisfaction in the LTL Motor Carrier Industry
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This preliminary study utilizes a data envelopment methodology to assess the strategic orientations
of LTL motor carriers and their impact on customer satisfaction and fi rm profi tability. Strategic
orientations are described in terms of seven dimensions previously identifi ed in the motor carrier
literature. The study demonstrates that there are “best practice” confi gurations of the intensities of
these strategic dimensions that most effi ciently generate the maximum levels of customer satisfaction
and perceived levels of service quality. It is shown how the data envelopment methodology provides
motor carriers with a means of benchmarking their strategic orientations as well as identifying the
competitors against whom such benchmarking should occur.