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LOGISTICS SERVICE PERFORMANCE: ESTIMATING ITS INFLUENCE ON MARKET SHARE
Author(s) -
Stank Theodore P.,
Goldsby Thomas J.,
Vickery Shawnee K.,
Savitskie Katrina
Publication year - 2003
Publication title -
journal of business logistics
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.611
H-Index - 79
eISSN - 2158-1592
pISSN - 0735-3766
DOI - 10.1002/j.2158-1592.2003.tb00031.x
Subject(s) - business , customer satisfaction , loyalty business model , marketing , customer advocacy , customer retention , service quality , customer delight , loyalty , customer equity , market share , customer to customer , service (business)
The research examines the relationships among three dimensions of logistics service performance (operational, relational, and cost performance), customer satisfaction, customer loyalty, and market share. Perceptions of customers of third party logistics (3PL) providers are used to assess 3PL performance constructs. Of the three dimensions of service performance, relational performance is the single most important factor in engendering customer satisfaction. The research supports the strong relationship between customer satisfaction and loyalty identified in previous studies. It also establishes an empirical link between customer loyalty and a measure of market share that is anchored by objective, secondary data.