A knowledge gap model for improving service quality of international distribution centers

The purpose of this article is to examine the knowledge gap in service quality of international distribution centers (IDCs). The service requirement attributes (SRAs) of IDCs are first investigated from both the perspective of IDC users and IDC operators. Next, a fuzzy AHP approach is constructed to measure the weights of the SRAs. On the basis of these weights, a Knowledge Gap Model (KGM) is further proposed to improve the service quality of...