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Customer Loyalty in Third Party Logistics Relationships: Findings from Studies in Germany and the USA (Contributions to Management Science)【第三方物流关系中的顾客忠诚:来自德国和美国的研究结果(对管理科学的贡献)】
作者: David L. Cahill
关键词: 3PL; 第三方物流; Logistics; 物流业; IT; 信息技术; Service Provider; 服务提供商
自动关键词: 3PL; Logistics; 人员招聘; 服务热线; 物流模式; 外包模式; 外包市场; 外包项目
出版时间: 2006-01-01
出版单位: Physica-Verlag HD
摘要:

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.

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价格:
ISBN: 9783790819038
全文文种: 英文
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所属领域: 未分类信息资源
物流外包
信息技术服务外包
云服务、云计算
入库时间: 2020-04-14
浏览次数: 13