... on dynamic capabilities theory and partial least squares structural equation modelling (PLS-SEM) is applied to test the model. A survey is conducted on 172 maritime transport service providers. Findings Supply chain resilience positively impacts customer satisfaction, financial performance...

... on 650 respondents in Turkey, and the results were evaluated by using structural equation modeling. Findings The research findings indicate that e-commerce supply chain agility has a meaningful and positive effect on operational logistics service quality, customer satisfaction and repurchase...

... quality as a more explanatory model. Results illustrate that online ordering procedures and assurance quality impact customer satisfaction more than other prominent LSQ dimensions. Furthermore, the findings revealed a customer loyalty is a partial mediator between customer satisfaction and future purchase...

...Arkadiusz Kawa; Wojciech Zdrenka Purpose The purpose of this study is to identify the factors that create value for the customer in the area of e-commerce logistics and to verify whether these factors impact online retailers' performance through customer satisfaction and customer loyalty...

...Anchal Gupta; Rajesh Kumar Singh; K. Mathiyazhagan; Pradeep Kumar Suri; Yogesh K. Dwivedi Purpose This study aims to identify service quality dimensions for logistics service providers (LSPs) and to examine their relationships with customer satisfaction and customer loyalty. Design/methodology...

... investigate the influence of CSMA on customer satisfaction (CS), word of mouth intention (WOMI) and repurchase intention (RI). Design/methodology/approach The data come from 214 shipping industry practitioners (shippers, freight forwarders and third party logistics service providers in South Korea...

... – Data were collected from 778 SPs via an online survey. Structural equation modelling was used to analyse the empirical data. Findings – Both types of SPs benefit from close customer relations in terms of innovativeness and customer satisfaction. However, ITSPs rely more on a large number...

.... Findings The findings indicate that both logistics service quality (LSQ) perceptions and satisfaction levels are significantly related to future purchase intentions. In addition, LSQ perceptions mediate the relationship between the two TAM constructs and customer satisfaction. Originality/value...

... for different contact methods and under different customer service encounter scenarios. Ronn J. Smith can be contacted at: rjsmith@walton.uark.edu © Emerald Group Publishing Limited 2009 Customer service management Customer satisfaction Communication This paper presents the development...

...Carol J. Johnson; Curtis M. Grimm; Valdis Blome Purpose The goal of this research is to identify which service activities contribute most to customer satisfaction in the technical wholesale industry in the Baltic States. Design/methodology/approach In order to obtain an understanding...

... how it relates to customer satisfaction. Design/methodology/approach The study uses a large sample survey (n=273) from the Society of Manufacturing Engineers to develop valid and reliable instruments to measure logistics flexibility and to test the relationships among the variables using...

... advantage. © MCB UP Limited 2000 Supply chain Competitive advantage Customer satisfaction Corporate culture Logistics ...

.... © MCB UP Limited 2000 Logistics Value added Customer service Customer satisfaction ...

... the firm. There are several value metrics mentioned in the literature, ranging in financial sophistication from customer satisfaction to shareholder value including: customer satisfaction, customer value‐added (CVA), total cost analysis, segment profitability analysis, strategic profit model...

... to be affirmative. Buyers for key accounts indicated significantly higher levels of customer satisfaction and customer loyalty in relation to distribution service than did the buyer respondents at all other accounts. The key account respondents apparently both recognize and value the extra efforts expended...