Identification of sectoral logistics service quality gaps by applying SERVQUAL method
Abstract
Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analysis is customers’ growing dissatisfaction with existing services and their quality. Quality of service no longer gives business entities a competitive edge. It is vital for companies to have different activities, to operate in different branches of the economy, and to work with different types of goods. However, despite these differences, they all want to obtain maximum satisfaction from logistics services. With this in mind, the purpose of this article is to present a study examining the impact of logistics service quality on the satisfaction of companies working with different categories of goods Results indicated that different logistics service users do not have the same requirements for logistics service quality. Moreover, it was proved that SERVQUAL method is suitable for identification of sectoral value gaps, which can be applied in practice assuring competitive advantage.
Keyword : logistics, service, quality, SERVQUAL, transport company, concept, model
How to Cite
Meidutė-Kavaliauskienė, I., Vasilienė-Vasiliauskienė, V., & Vasilis Vasiliauskas, A. (2020). Identification of sectoral logistics service quality gaps by applying SERVQUAL method. Transport, 35(4), 419-434. https://doi.org/10.3846/transport.2020.13879
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Ahn, K.; Kim, M.; Kim, B. 2008. The study of the effect of container terminal service quality on customer satisfaction and loyalty: the moderating effect of the company size and port location, Korean Management Review 37(3): 417–442. (in Korean).
Al-Jazzazi, A.; Sultan, P. 2017. Demographic differences in Jordanian bank service quality perceptions, International Journal of Bank Marketing 35(2): 275–297. https://doi.org/10.1108/IJBM-07-2016-0091
Ali, M.; Raza, S. A. 2017. Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model, Total Quality Management & Business Excellence 28(5–6): 559–577. https://doi.org/10.1080/14783363.2015.1100517
An, U.-S. 2004. A study on the logistics service quality, customer satisfaction, relationship quality and repurchase intention in internet shopping mall, Journal of Korean Society for Quality Management 32(4) 30–47. (in Korean).
Anderson, E. W.; Fornell, C.; Lehrmann, D. R. 1994. Customer satisfaction, market share, and profitability: findings from Sweden, Journal of Marketing 58(3): 53–66. https://doi.org/10.2307/1252310
Babakus, E.; Boller, G. W. 1992. An empirical assessment of the SERVQUAL scale, Journal of Business Research 24(3): 253–268. https://doi.org/10.1016/0148-2963(92)90022-4
Baki, B.; Sahin Basfirinci, C.; Murat, I.; Cilingir, Z. 2009. An application of integrating SERVQUAL and Kano’s model into QFD for logistics services: a case study from Turkey, Asia Pacific Journal of Marketing and Logistics 21(1): 106–126. https://doi.org/10.1108/13555850910926272
Banomyong, R.; Supatn, N. 2011. Selecting logistics providers in Thailand: a shippers’ perspective, European Journal of Marketing 45(3): 419–437. https://doi.org/10.1108/03090561111107258
Bienstock, C. C.; Mentzer, J. T.; Bird, M. M. 1997. Measuring physical distribution service quality, Journal of the Academy of Marketing Science 25(1): 31–44. https://doi.org/10.1007/BF02894507
Blut, M.; Frennea, C. M.; Mittal, V.; Mothersbaugh, D. L. 2015. How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: a meta-analysis, International Journal of Research in Marketing 32(2): 226–229. https://doi.org/10.1016/j.ijresmar.2015.01.001
Campos, D. F.; Nóbrega, K. C. 2009. Importance and the zone of tolerance of customer expectations of fast food services, Journal of Operations and Supply Chain Management 2(2): 56–71. https://doi.org/10.12660/joscmv2n2p56-71
Caplice, C.; Sheffi, Y. 1995. A review and evaluation of logistics performance measurement systems, The International Journal of Logistics Management 6(1): 61–74. https://doi.org/10.1108/09574099510805279
Cepeda-Carrion, I.; Martelo-Landroguez, S.; Leal-Rodríguez, A. L.; Leal-Millán, A. 2017. Critical processes of knowledge management: An approach toward the creation of customer value, European Research on Management and Business Economics 23(1): 1–7. https://doi.org/10.1016/j.iedeen.2016.03.001
Chen, C.-F.; Chen, F.-S. 2010. Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists, Tourism Management 31(1): 29–35. https://doi.org/10.1016/j.tourman.2009.02.008
Chen, K.-K.; Chang, C.-T.; Lai, C.-S. 2009. Service quality gaps of business customers in the shipping industry, Transportation Research Part E: Logistics and Transportation Review 45(1): 222–237. https://doi.org/10.1016/j.tre.2008.02.005
Choudhury, K. 2015. Service quality and customers’ behavioural intentions: class and mass banking and implications for the consumer and society, Asia Pacific Journal of Marketing and Logistics 27(5): 735–757. https://doi.org/10.1108/APJML-02-2015-0025
Chumpitaz Caceres, R.; Paparoidamis, N. G. 2007. Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty, European Journal of Marketing 41(7/8): 836–867. https://doi.org/10.1108/03090560710752429
Ciavolino, E.; Calcagnì, A. 2015. Generalized cross entropy method for analysing the SERVQUAL model, Journal of Applied Statistics 42(3): 520–534. https://doi.org/10.1080/02664763.2014.963526
Dahlgaard-Park, S. M; Dahlgaard, J. J. 2010. Organizational learnability and innovability: a system for assessing, diagnosing and improving innovations, International Journal of Quality and Service Sciences 2(2): 153–174. https://doi.org/10.1108/17566691011057339
Feng, Y.-X.; Zheng, B.; Tan, J.-R. 2007. Exploratory study of logistics service quality scale based on online shopping malls, Journal of Zhejiang University – Science A 8(6): 926–931. https://doi.org/10.1631/jzus.2007.A0926
Ferreira, F. A. F.; Jalali, M. S.; Meidutė-Kavaliauskienė, I.; Viana, B. A. C. P. 2015. A metacognitive decision making based-framework for bank customer loyalty measurement and management, Technological and Economic Development of Economy 21(2): 280–300. https://doi.org/10.3846/20294913.2014.981764
Franceschini, F.; Rafele, C. 2000. Quality evaluation in logistic services, International Journal of Agile Management Systems 2(1): 49–54. https://doi.org/10.1108/14654650010312589
Ganesan-Lim, C.; Russell-Bennett, R.; Dagger, T. 2008. The impact of service contact type and demographic characteristics on service quality perceptions, Journal of Services Marketing 22(7): 550–561. https://doi.org/10.1108/08876040810909677
Grönroos, C. 1984. A service quality model and its marketing implications, European Journal of Marketing 18(4): 36–44. https://doi.org/10.1108/EUM0000000004784
Hong, S.; Lyong, C. 2008. An empirical study on the relationship between logistics service quality and customer satisfaction of on-line shopping in China, Journal of e-Business 9(4): 267–288. (in Korean). https://doi.org/10.15719/geba.9.4.200811.267
Huang, B.; Wang, T.; Xue, X. 2012. Service-selecting approach based on domain-specified ‘quality of service’ model and its application in logistics, The Service Industries Journal 32(9): 1571–1588. https://doi.org/10.1080/02642069.2010.551761
İnan, U. H.; Gül, S.; Yılmaz, H. 2017. A multiple attribute decision model to compare the firms’ occupational health and safety management perspectives, Safety Science 91: 221–231. https://doi.org/10.1016/j.ssci.2016.08.018
Jia, P.; Mahdiraji, H. A.; Govindan, K.; Meidutė, I. 2013. Leadership selection in an unlimited three-echelon supply chain, Journal of Business Economics and Management 14(3): 616–637. https://doi.org/10.3846/16111699.2012.761648
Juga, J.; Juntunen, J.; Grant, D. B. 2010. Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships, Managing Service Quality: an International Journal 20(6): 496–510. https://doi.org/10.1108/09604521011092857
Kansra, P.; Jha, A. K. 2016. Measuring service quality in Indian hospitals: an analysis of SERVQUAL model, International Journal of Services and Operations Management 24(1): 1–17. https://doi.org/10.1504/IJSOM.2016.075761
Kaynak, H. 2003. The relationship between total quality management practices and their effects on firm performance, Journal of Operations Management 21(4): 405–435. https://doi.org/10.1016/S0272-6963(03)00004-4
Kaynak, H.; Hartley, J. L. 2008. A replication and extension of quality management into the supply chain, Journal of Operations Management 26(4): 468–489. https://doi.org/10.1016/j.jom.2007.06.002
Kersten, W.; Koch, J. 2010. The effect of quality management on the service quality and business success of logistics service providers, International Journal of Quality & Reliability Management 27(2): 185–200. https://doi.org/10.1108/02656711011014302
Kilibarda, M.; Zečević, S.; Vidović, M. 2012. Measuring the quality of logistic service as an element of the logistics provider offering, Total Quality Management & Business Excellence 23(11/12): 1345–1361. https://doi.org/10.1080/14783363.2012.704279
Kim, D.-Y.; Kumar, V.; Kumar, U. 2012. Relationship between quality management practices and innovation, Journal of Operations Management 30(4): 295–315. https://doi.org/10.1016/j.jom.2012.02.003
Lao, S. I.; Choy, K. L.; Ho, G. T. S.; Tsim, Y. C.; Chung, N. S. H. 2011. Determination of the success factors in supply chain networks: a Hong Kong-based manufacturer’s perspective, Measuring Business Excellence 15(1): 34–48. https://doi.org/10.1108/13683041111113231
Mckinnon, A. C.; Mendes, D.; Nababteh, M. 2007. In-store logistics: an analysis of on-shelf availability and stockout responses for three product groups, International Journal of Logistics Research and Applications: a Leading Journal of Supply Chain Management 10(3): 251–268. https://doi.org/10.1080/13675560701478075
Mentzer, J. T.; Flint, D. J.; Hult, T. M. 2001. Logistics service quality as a segment-customized process, Journal of Marketing 65(4): 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
Neo, H.-Y.; Xie, M.; Tsui, K.-L. 2004. Service quality analysis: case study of a 3PL company, International Journal of Logistics Systems and Management 1(1): 64–80. https://doi.org/10.1504/IJLSM.2004.005539
Pantouvakis, A.; Chlomoudis, C.; Dimas, A. 2008. Testing the SERVQUAL scale in the passenger port industry: a confirmatory study, Maritime Policy & Management: the Flagship Journal of International Shipping and Port Research 35(5): 449–467. https://doi.org/10.1080/03088830802352095
Plakoyiannaki, E.; Zotos, Y. 2009. Female role stereotypes in print advertising: Identifying associations with magazine and product categories, European Journal of Marketing 43(11/12): 1411–1434. https://doi.org/10.1108/03090560910989966
Prentkovskis, O.; Erceg, Ž.; Stević, Ž.; Tanackov, I.; Vasiljević, M.; Gavranović, M. 2018. A new methodology for improving service quality measurement: Delphi-FUCOM-SERVQUAL model, Symmetry 10(12): 757. https://doi.org/10.3390/sym10120757
Rahman, S. 2006. Quality management in logistics: an examination of industry practices, Supply Chain Management 11(3): 233–240. https://doi.org/10.1108/13598540610662130
Subramanian, N.; Gunasekaran, A.; Gao, Y. 2016. Innovative service satisfaction and customer promotion behaviour in the Chinese budget hotel: an empirical study, International Journal of Production Economics 171: 201–210. https://doi.org/10.1016/j.ijpe.2015.09.025
Sureshchandar, G. S.; Rajendran, C.; Anantharaman, R. N. 2002. The relationship between service quality and customer satisfaction – a factor specific approach, Journal of Services Marketing 16(4): 363–379. https://doi.org/10.1108/08876040210433248
Tate, K. 1996. The elements of a successful logistics partnership, International Journal of Physical Distribution & Logistics Management 26(3): 7–13. https://doi.org/10.1108/09600039610115045
Ugboma, C.; Ogwude, I. C.; Ugboma, O.; Nnadi, K. 2007. Service quality and satisfaction measurements in Nigerian ports: an exploration, Maritime Policy & Management: the Flagship Journal of International Shipping and Port Research 34(4): 331–346. https://doi.org/10.1080/03088830701539073
Zanjirani, D. M.; Hashemkhani Zolfani, S.; Prentkovskis, O. 2019. L.A.R.G. supplier selection based on integrating house of quality, Taguchi loss function and M.O.P.A., Economic Research – Ekonomska Istraživanja 32(1): 1944–1964. https://doi.org/10.1080/1331677X.2019.1635036
Agnihotri, R.; Dingus, R.; Hu, M. Y.; Krush, M. T. 2016. Social media: influencing customer satisfaction in B2B sales, Industrial Marketing Management 53: 172–180. https://doi.org/10.1016/j.indmarman.2015.09.003
Ahn, K.; Kim, M.; Kim, B. 2008. The study of the effect of container terminal service quality on customer satisfaction and loyalty: the moderating effect of the company size and port location, Korean Management Review 37(3): 417–442. (in Korean).
Al-Jazzazi, A.; Sultan, P. 2017. Demographic differences in Jordanian bank service quality perceptions, International Journal of Bank Marketing 35(2): 275–297. https://doi.org/10.1108/IJBM-07-2016-0091
Ali, M.; Raza, S. A. 2017. Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model, Total Quality Management & Business Excellence 28(5–6): 559–577. https://doi.org/10.1080/14783363.2015.1100517
An, U.-S. 2004. A study on the logistics service quality, customer satisfaction, relationship quality and repurchase intention in internet shopping mall, Journal of Korean Society for Quality Management 32(4) 30–47. (in Korean).
Anderson, E. W.; Fornell, C.; Lehrmann, D. R. 1994. Customer satisfaction, market share, and profitability: findings from Sweden, Journal of Marketing 58(3): 53–66. https://doi.org/10.2307/1252310
Babakus, E.; Boller, G. W. 1992. An empirical assessment of the SERVQUAL scale, Journal of Business Research 24(3): 253–268. https://doi.org/10.1016/0148-2963(92)90022-4
Baki, B.; Sahin Basfirinci, C.; Murat, I.; Cilingir, Z. 2009. An application of integrating SERVQUAL and Kano’s model into QFD for logistics services: a case study from Turkey, Asia Pacific Journal of Marketing and Logistics 21(1): 106–126. https://doi.org/10.1108/13555850910926272
Banomyong, R.; Supatn, N. 2011. Selecting logistics providers in Thailand: a shippers’ perspective, European Journal of Marketing 45(3): 419–437. https://doi.org/10.1108/03090561111107258
Bienstock, C. C.; Mentzer, J. T.; Bird, M. M. 1997. Measuring physical distribution service quality, Journal of the Academy of Marketing Science 25(1): 31–44. https://doi.org/10.1007/BF02894507
Blut, M.; Frennea, C. M.; Mittal, V.; Mothersbaugh, D. L. 2015. How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: a meta-analysis, International Journal of Research in Marketing 32(2): 226–229. https://doi.org/10.1016/j.ijresmar.2015.01.001
Campos, D. F.; Nóbrega, K. C. 2009. Importance and the zone of tolerance of customer expectations of fast food services, Journal of Operations and Supply Chain Management 2(2): 56–71. https://doi.org/10.12660/joscmv2n2p56-71
Caplice, C.; Sheffi, Y. 1995. A review and evaluation of logistics performance measurement systems, The International Journal of Logistics Management 6(1): 61–74. https://doi.org/10.1108/09574099510805279
Cepeda-Carrion, I.; Martelo-Landroguez, S.; Leal-Rodríguez, A. L.; Leal-Millán, A. 2017. Critical processes of knowledge management: An approach toward the creation of customer value, European Research on Management and Business Economics 23(1): 1–7. https://doi.org/10.1016/j.iedeen.2016.03.001
Chen, C.-F.; Chen, F.-S. 2010. Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists, Tourism Management 31(1): 29–35. https://doi.org/10.1016/j.tourman.2009.02.008
Chen, K.-K.; Chang, C.-T.; Lai, C.-S. 2009. Service quality gaps of business customers in the shipping industry, Transportation Research Part E: Logistics and Transportation Review 45(1): 222–237. https://doi.org/10.1016/j.tre.2008.02.005
Choudhury, K. 2015. Service quality and customers’ behavioural intentions: class and mass banking and implications for the consumer and society, Asia Pacific Journal of Marketing and Logistics 27(5): 735–757. https://doi.org/10.1108/APJML-02-2015-0025
Chumpitaz Caceres, R.; Paparoidamis, N. G. 2007. Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty, European Journal of Marketing 41(7/8): 836–867. https://doi.org/10.1108/03090560710752429
Ciavolino, E.; Calcagnì, A. 2015. Generalized cross entropy method for analysing the SERVQUAL model, Journal of Applied Statistics 42(3): 520–534. https://doi.org/10.1080/02664763.2014.963526
Dahlgaard-Park, S. M; Dahlgaard, J. J. 2010. Organizational learnability and innovability: a system for assessing, diagnosing and improving innovations, International Journal of Quality and Service Sciences 2(2): 153–174. https://doi.org/10.1108/17566691011057339
Feng, Y.-X.; Zheng, B.; Tan, J.-R. 2007. Exploratory study of logistics service quality scale based on online shopping malls, Journal of Zhejiang University – Science A 8(6): 926–931. https://doi.org/10.1631/jzus.2007.A0926
Ferreira, F. A. F.; Jalali, M. S.; Meidutė-Kavaliauskienė, I.; Viana, B. A. C. P. 2015. A metacognitive decision making based-framework for bank customer loyalty measurement and management, Technological and Economic Development of Economy 21(2): 280–300. https://doi.org/10.3846/20294913.2014.981764
Franceschini, F.; Rafele, C. 2000. Quality evaluation in logistic services, International Journal of Agile Management Systems 2(1): 49–54. https://doi.org/10.1108/14654650010312589
Ganesan-Lim, C.; Russell-Bennett, R.; Dagger, T. 2008. The impact of service contact type and demographic characteristics on service quality perceptions, Journal of Services Marketing 22(7): 550–561. https://doi.org/10.1108/08876040810909677
Grönroos, C. 1984. A service quality model and its marketing implications, European Journal of Marketing 18(4): 36–44. https://doi.org/10.1108/EUM0000000004784
Hong, S.; Lyong, C. 2008. An empirical study on the relationship between logistics service quality and customer satisfaction of on-line shopping in China, Journal of e-Business 9(4): 267–288. (in Korean). https://doi.org/10.15719/geba.9.4.200811.267
Huang, B.; Wang, T.; Xue, X. 2012. Service-selecting approach based on domain-specified ‘quality of service’ model and its application in logistics, The Service Industries Journal 32(9): 1571–1588. https://doi.org/10.1080/02642069.2010.551761
İnan, U. H.; Gül, S.; Yılmaz, H. 2017. A multiple attribute decision model to compare the firms’ occupational health and safety management perspectives, Safety Science 91: 221–231. https://doi.org/10.1016/j.ssci.2016.08.018
Jia, P.; Mahdiraji, H. A.; Govindan, K.; Meidutė, I. 2013. Leadership selection in an unlimited three-echelon supply chain, Journal of Business Economics and Management 14(3): 616–637. https://doi.org/10.3846/16111699.2012.761648
Juga, J.; Juntunen, J.; Grant, D. B. 2010. Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships, Managing Service Quality: an International Journal 20(6): 496–510. https://doi.org/10.1108/09604521011092857
Kansra, P.; Jha, A. K. 2016. Measuring service quality in Indian hospitals: an analysis of SERVQUAL model, International Journal of Services and Operations Management 24(1): 1–17. https://doi.org/10.1504/IJSOM.2016.075761
Kaynak, H. 2003. The relationship between total quality management practices and their effects on firm performance, Journal of Operations Management 21(4): 405–435. https://doi.org/10.1016/S0272-6963(03)00004-4
Kaynak, H.; Hartley, J. L. 2008. A replication and extension of quality management into the supply chain, Journal of Operations Management 26(4): 468–489. https://doi.org/10.1016/j.jom.2007.06.002
Kersten, W.; Koch, J. 2010. The effect of quality management on the service quality and business success of logistics service providers, International Journal of Quality & Reliability Management 27(2): 185–200. https://doi.org/10.1108/02656711011014302
Kilibarda, M.; Zečević, S.; Vidović, M. 2012. Measuring the quality of logistic service as an element of the logistics provider offering, Total Quality Management & Business Excellence 23(11/12): 1345–1361. https://doi.org/10.1080/14783363.2012.704279
Kim, D.-Y.; Kumar, V.; Kumar, U. 2012. Relationship between quality management practices and innovation, Journal of Operations Management 30(4): 295–315. https://doi.org/10.1016/j.jom.2012.02.003
Lao, S. I.; Choy, K. L.; Ho, G. T. S.; Tsim, Y. C.; Chung, N. S. H. 2011. Determination of the success factors in supply chain networks: a Hong Kong-based manufacturer’s perspective, Measuring Business Excellence 15(1): 34–48. https://doi.org/10.1108/13683041111113231
Mckinnon, A. C.; Mendes, D.; Nababteh, M. 2007. In-store logistics: an analysis of on-shelf availability and stockout responses for three product groups, International Journal of Logistics Research and Applications: a Leading Journal of Supply Chain Management 10(3): 251–268. https://doi.org/10.1080/13675560701478075
Mentzer, J. T.; Flint, D. J.; Hult, T. M. 2001. Logistics service quality as a segment-customized process, Journal of Marketing 65(4): 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
Neo, H.-Y.; Xie, M.; Tsui, K.-L. 2004. Service quality analysis: case study of a 3PL company, International Journal of Logistics Systems and Management 1(1): 64–80. https://doi.org/10.1504/IJLSM.2004.005539
Pantouvakis, A.; Chlomoudis, C.; Dimas, A. 2008. Testing the SERVQUAL scale in the passenger port industry: a confirmatory study, Maritime Policy & Management: the Flagship Journal of International Shipping and Port Research 35(5): 449–467. https://doi.org/10.1080/03088830802352095
Plakoyiannaki, E.; Zotos, Y. 2009. Female role stereotypes in print advertising: Identifying associations with magazine and product categories, European Journal of Marketing 43(11/12): 1411–1434. https://doi.org/10.1108/03090560910989966
Prentkovskis, O.; Erceg, Ž.; Stević, Ž.; Tanackov, I.; Vasiljević, M.; Gavranović, M. 2018. A new methodology for improving service quality measurement: Delphi-FUCOM-SERVQUAL model, Symmetry 10(12): 757. https://doi.org/10.3390/sym10120757
Rahman, S. 2006. Quality management in logistics: an examination of industry practices, Supply Chain Management 11(3): 233–240. https://doi.org/10.1108/13598540610662130
Subramanian, N.; Gunasekaran, A.; Gao, Y. 2016. Innovative service satisfaction and customer promotion behaviour in the Chinese budget hotel: an empirical study, International Journal of Production Economics 171: 201–210. https://doi.org/10.1016/j.ijpe.2015.09.025
Sureshchandar, G. S.; Rajendran, C.; Anantharaman, R. N. 2002. The relationship between service quality and customer satisfaction – a factor specific approach, Journal of Services Marketing 16(4): 363–379. https://doi.org/10.1108/08876040210433248
Tate, K. 1996. The elements of a successful logistics partnership, International Journal of Physical Distribution & Logistics Management 26(3): 7–13. https://doi.org/10.1108/09600039610115045
Ugboma, C.; Ogwude, I. C.; Ugboma, O.; Nnadi, K. 2007. Service quality and satisfaction measurements in Nigerian ports: an exploration, Maritime Policy & Management: the Flagship Journal of International Shipping and Port Research 34(4): 331–346. https://doi.org/10.1080/03088830701539073
Zanjirani, D. M.; Hashemkhani Zolfani, S.; Prentkovskis, O. 2019. L.A.R.G. supplier selection based on integrating house of quality, Taguchi loss function and M.O.P.A., Economic Research – Ekonomska Istraživanja 32(1): 1944–1964. https://doi.org/10.1080/1331677X.2019.1635036