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Customer Loyalty in Third Party Logistics Relationships

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To manage an effective customer loyalty program, third party logistics service providers (3PLs) must understand the determining f... Weiterlesen
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Beschreibung

To manage an effective customer loyalty program, third party logistics service providers (3PLs) must understand the determining factors, as well as cultural background on loyalty. This book develops a model of customer loyalty, which is then validated using empirical data from nearly 800 logistics managers in Germany and the USA. The author reviews the effects of different relational factors on the model, and explores relevant German-US cultural differences.



Klappentext

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.



Inhalt
Basic concepts.- Theoretical framework.- Research model.- Methodology and sample characteristics.- Operationalization and measurement.- Structural models.- Conclusion.

Produktinformationen

Titel: Customer Loyalty in Third Party Logistics Relationships
Untertitel: Findings from Studies in Germany and the USA
Autor:
EAN: 9783790819045
ISBN: 978-3-7908-1904-5
Format: E-Book (pdf)
Hersteller: Physica-Verlag HD
Herausgeber: Physica-Verlag
Genre: Wirtschaft
Veröffentlichung: 23.11.2006
Digitaler Kopierschutz: Wasserzeichen
Dateigrösse: 2.13 MB
Anzahl Seiten: 309
Jahr: 2006

Weitere Bände aus der Buchreihe "Contributions to Management Science"