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| Tekijä: | Wallenburg, C. M. Lukassen, P. |
| Otsikko: | Proactive improvement of logistics service providers as driver of customer loyalty |
| Lehti: | European Journal of Marketing
2011 : VOL 45:3, p. 438-454 |
| Asiasana: | innovation distribution logistics service supply chain management customers loyalty companies |
| Kieli: | eng |
| Tiivistelmä: | The article presents a perspective of relation-specific proactive involvement of logistics service providers. To study the effect of cost and performance on customer loyalty dimensions (retention, extension and referrals), the authors conduct a confirmatory empirical study of 298 firms. The study is based on the theories of social exchange and customer value. Both cost and performance are found to be strong drivers of all the customer loyalty dimensions. The dynamism of of the customer's market moderates the effect on customer loyalty. In case of high dynamism, proactive cost improvements are more important, whereas low market dynamism calls for proactive improvements in performance. |
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