The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce

被引：136

作者：

Ramanathan, Ramakrishnan ^{[1
]}

机构：

[1] Univ Nottingham, Sch Business, Nottingham NG8 1BB, England

来源：

TRANSPORTATION RESEARCH PART E-LOGISTICS AND TRANSPORTATION REVIEW | 2010年 / 46卷 / 06期

关键词：

Customer loyalty; e-Commerce assessment criteria; Logistics; Risk; Efficiency; DATA ENVELOPMENT ANALYSIS; ORGANIZATIONAL PERFORMANCE; OPERATIONS CAPABILITY; MARKETING CAPABILITY; INTEGRATED LOGISTICS; ELECTRONIC COMMERCE; PRODUCT INNOVATION; FIRM PERFORMANCE; SERVICE QUALITY; LAST-MILE;

D O I：

10.1016/j.tre.2010.02.002

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Using data from online customer ratings, we explore how the relationships between logistics performance and customer loyalty are affected by risk characteristics of products and efficiencies of the websites. Risk is defined in terms of price and ambiguity of products. Efficiency is interpreted as the ability of the websites to achieve good ratings in terms of operational factors (such as satisfaction of customers with product specifications, refunds/returns, prices, management accessibility, etc.) and also achieve good ratings in terms of customer loyalty. Our results show that efficiency, but not risk, is a significant moderator of the impact of logistics performance on customer loyalty. (C) 2010 Elsevier Ltd. All rights reserved.

引用

页码：950 / 962

页数：13

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