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

Research Output: Contribution to journal Article Peer-review

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. (C) 2010 Elsevier Ltd. All rights reserved.

Publication Information

Output type

Research Output: Contribution to journal Article Peer-review

Original language

English

Pages from-to (Number of pages)

Pages 950-962

Journal (Volume, Issue Number)

Transportation Research Part E: Logistics and Transportation Review (Volume 46, Issue 6)

Publication milestones

  • Published - 01/11/2010

Publication status

Published - 01/11/2010

ISSN

1366-5545

External Publication IDs

  • handle.net: 10547/622181
  • Scopus: 77954316065

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