LOGISTICS SERVICE PERFORMANCE: ESTIMATING ITS INFLUENCE ON MARKET SHARE
The research examines the relationships among three dimensions of logistics service performance (operational, relational, and cost performance), customer satisfaction, customer loyalty, and market share. Perceptions of customers of third party logistics (3PL) providers are used to assess 3PL perform...
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| Veröffentlicht in: | Journal of business logistics 2003-03, Vol.24 (1), p.27-55 |
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| container_title | Journal of business logistics |
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| creator | Stank, Theodore P. Goldsby, Thomas J. Vickery, Shawnee K. Savitskie, Katrina |
| description | The research examines the relationships among three dimensions of logistics service performance (operational, relational, and cost performance), customer satisfaction, customer loyalty, and market share. Perceptions of customers of third party logistics (3PL) providers are used to assess 3PL performance constructs. Of the three dimensions of service performance, relational performance is the single most important factor in engendering customer satisfaction. The research supports the strong relationship between customer satisfaction and loyalty identified in previous studies. It also establishes an empirical link between customer loyalty and a measure of market share that is anchored by objective, secondary data. |
| doi_str_mv | 10.1002/j.2158-1592.2003.tb00031.x |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 0735-3766 |
| ispartof | Journal of business logistics, 2003-03, Vol.24 (1), p.27-55 |
| issn | 0735-3766 2158-1592 |
| language | eng |
| recordid | cdi_proquest_journals_212643550 |
| source | Business Source Complete; Wiley Online Library All Journals |
| subjects | Behavior Brand loyalty Consumption Customer satisfaction Customer services Decision making Logistics Market shares Quality of service Services Studies |
| title | LOGISTICS SERVICE PERFORMANCE: ESTIMATING ITS INFLUENCE ON MARKET SHARE |
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