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

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  • Ramanathan, Ramakrishnan
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    Abstract

    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.

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    Bibliographic Info

    Article provided by Elsevier in its journal Transportation Research Part E: Logistics and Transportation Review.

    Volume (Year): 46 (2010)
    Issue (Month): 6 (November)
    Pages: 950-962

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    Handle: RePEc:eee:transe:v:46:y:2010:i:6:p:950-962

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    Web page: http://www.elsevier.com/wps/find/journaldescription.cws_home/600244/description#description

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    Related research

    Keywords: Customer loyalty; e-Commerce assessment criteria; Logistics; Risk; Efficiency;

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    Cited by:
    1. Piening, J. & Ehrmann, T. & Meiseberg, B., 2013. "Competing risks for train tickets – An empirical investigation of customer behavior and performance in the railway industry," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 51(C), pages 1-16.
    2. 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.

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