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La Influencia De La Calidad De Servicio Logístico En La Lealtad. Un Análisis Del Papel Moderador De Las Tic / The Relationship Between Logistics Service Quality And Loyalty. The Moderator Effect Of Ict

  • Servera Francés, D.


    (Universidad Católica de Valencia (España))

  • Gil Saura, I.


    (Universidad de Valencia (España))

  • Fuentes Blasco, M


    (Universidad Pablo de Olavide (España))

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    Este trabajo se centra en el estudio de las TIC aplicadas a la función logística en el ámbito de las relaciones entre empresas, y pretende profundizar en el análisis de cómo afecta la presencia de TIC en la clásica cadena de consecuencias: Calidad Servicio ? Valor? Satisfacción? Lealtad. El análisis SEM es utilizado para contrastar las hipótesis de los vínculos propuestos en presencia de alto/bajo nivel de TIC. El análisis de fiabilidad y validez de las escalas empleadas da resultados satisfactorios, y nuestras conclusiones confirman dicha cadena de consecuencias y subrayan la incidencia de las TIC en la descripción de estas relaciones. / This paper focuses on the study of the ICT applied to the role of logistics in companies relationships, therefore a deeper analysis will be carried out on how the ICT affect the traditional chain of consequences: Service Quality – Value – Satisfaction - Loyalty. The SEM analysis is used in order to contrast the hypotheses of the links proposed bearing in mind the high/low presence of the ICT. The results on the reliability and validation analysis of the scales used are satisfactory and our conclusions confirm the above mentioned chain of consequences and remark the ICT influence when describing these relations.

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    Article provided by Academia Europea de Dirección y Economía de la Empresa (AEDEM) in its journal Investigaciones Europeas de Dirección y Economía de la Empresa.

    Volume (Year): 15 (2009)
    Issue (Month): 3 ()
    Pages: 33-54

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    Handle: RePEc:idi:jiedee:v:15:y:2009:i:3:p:33-54
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    Investigaciones Europeas de Dirección y Economía de la Empresa, Facultad de Ciencias Económicas y Empresariales, Universidad de Vigo, Lagoas - Marcosende s/n, E-36310, Vigo, Pontevedra, España

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