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CUSTOMER LOYALTY IN LOGISTICS OUTSOURCING RELATIONSHIPS: AN EXAMINATION OF THE MODERATING EFFECTS OF CONFLICT FREQUENCY
Author(s) -
Cahill David L.,
Goldsby Thomas J.,
Knemeyer A. Michael,
Wallenburg Carl Marcus
Publication year - 2010
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.2158-1592.2010.tb00151.x
Subject(s) - business , loyalty , linkage (software) , service quality , outsourcing , marketing , customer satisfaction , loyalty business model , service (business) , quality (philosophy) , industrial organization , biochemistry , chemistry , philosophy , epistemology , gene
This research examines the moderating effect of conflict frequency on the satisfaction‐loyalty linkage in logistics outsourcing relationships. The findings suggest service satisfaction to be the primary driver of loyalty in smoothly running relationships. However, relational satisfaction takes a leading role in high conflict relationships. As turbulence increases in these important logistics service relationships, the quality of the interaction becomes a critical consideration.