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Table of contents (8 chapters)
Keywords
About this book
Challenged by increasing competition and globalization, third party logistics service providers (3PLs) can become more successful by focusing on customer loyalty. Within long-term customer relationships, 3PLs can offer more advanced logistics services, mitigate the risk of substitution, realize higher profit margins, and avoid new customer acquisition costs. In order to effectively manage customer loyalty, 3PLs need to be aware of the factors that influence loyalty. In addition, they have to understand the effects of different relationship conditions and cultural background on loyalty formation. These issues are addressed in the present book. First, a model of customer loyalty and its determinants is developed, which is then validated using empirical data from nearly 800 logistics managers in Germany and the USA. Effects of different relational factors on the customer loyalty model are identified and cultural differences between Germany and the USA are revealed.
Authors and Affiliations
Bibliographic Information
Book Title: Customer Loyalty in Third Party Logistics Relationships
Book Subtitle: Findings from Studies in Germany and the USA
Authors: David L. Cahill
Series Title: Contributions to Management Science
DOI: https://doi.org/10.1007/978-3-7908-1904-5
Publisher: Physica Heidelberg
eBook Packages: Business and Economics, Business and Management (R0)
Copyright Information: Physica-Verlag Heidelberg 2007
Softcover ISBN: 978-3-7908-1903-8Published: 16 October 2006
eBook ISBN: 978-3-7908-1904-5Published: 23 November 2006
Series ISSN: 1431-1941
Series E-ISSN: 2197-716X
Edition Number: 1
Number of Pages: XIV, 309
Topics: Operations Management, Marketing