6533b85afe1ef96bd12b9464
RESEARCH PRODUCT
Logistics service quality and buyer–customer relationships: the moderating role of technology in B2B and B2C contexts
Irene Gil-sauraMaría Eugenia Ruiz-molinasubject
Service qualitybusiness.industryProcess (engineering)Management of Technology and InnovationStrategy and Managementmedia_common.quotation_subjectLoyaltyInformation technologyCustomer commitmentMarketingbusinessmedia_commondescription
Logistics service quality (LSQ) concentrates on the results of the company's performance in the process of bringing merchandise and information from the company's warehouse to customers' home. There is neither consensus about its dimensions nor on how it might be influenced by technological solutions. The present article aims at identifying the main antecedents of LSQ, examining the influence of technology and its effects in terms of customer commitment and loyalty in B2B and B2C contexts. As a result, similar patterns are observed in the relationships of LSQ–commitment–loyalty with mixed evidence about the moderating role of information technology.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2011-05-01 | The Service Industries Journal |