CUSTOMER SERVICE IN THE INTERNET-ENABLED LOGISTICS SUPPLY CHAIN: WEBSITE DESIGN ANTECEDENTS AND LOYALTY EFFECTS

Kofi Q. Dadzie · Cristian Chelariu · Evelyn M. Winston

57 citations0/0 files storedJournal of Business Logistics

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Customer Service Quality and Loyalty Digital Marketing and Social Media Technology Adoption and User Behaviour

Abstract

This article extends the existing research on logistics customer service-loyalty relationships to the online logistics supply chain environment by examining potential website determinants of logistics customer service quality. A structural equation analysis of 373 online shopping transactions suggests that perceived quality of all logistics customer service activities (perceived cycle time, in-stock availability, and customer responsiveness) varies inversely with: (1) perceived ease of use, and (2) content vividness of the website; and positively with product information content. However, only retailer customer responsiveness assessment was found to have any significant influence on consumer intended loyalty behavior in Internet-enabled supplies chains.

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References

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