The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce
AbstractUsing 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.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.
Bibliographic InfoArticle provided by Elsevier in its journal Transportation Research Part E: Logistics and Transportation Review.
Volume (Year): 46 (2010)
Issue (Month): 6 (November)
Contact details of provider:
Web page: http://www.elsevier.com/wps/find/journaldescription.cws_home/600244/description#description
You can help add them by filling out this form.
CitEc Project, subscribe to its RSS feed for this item.
- Mojgan Bahrami Samani Author_Email: Samani_518@yahoo.com.sg & Ali Attafar & Naser Khani Khouzani, 2011. "A Conceptual Model For Iran’S Car Industry Customers’ Loyalty," 2nd International Conference on Business and Economic Research (2nd ICBER 2011) Proceeding 2011-184, Conference Master Resources.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Zhang, Lei).
If references are entirely missing, you can add them using this form.