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Unraveling how poor logistics service quality of cross-border E-commerce influences customer complaints based on text mining and association analysis
16 references·1 citing·51 second hop
Unraveling how poor logistics service quality of cross-border E-commerce influences customer complaints based on text mining and association analysis (2025)Unraveling how poor logistics service qua…The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country (2021)The effects of service qualit…What do hotel customers complain about? Text analysis using structural topic model (2019)What do hotel customers compl…Cross-border B2C e-commerce to Greater China and the role of logistics: a literature review (2017)Cross-border B2C e-commerce t…Logistics service design for cross-border E-commerce using Kansei engineering with text-mining-based online content analysis (2016)Logistics service design for …Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships (2010)Service quality and its relat…Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures (2008)Reaching the boiling point: C…Logistics service quality: a new way to loyalty (2008)Logistics service quality: a …Understanding the Service Component of Application Service Provision: An Empirical Analysis of Satisfaction with Asp Services1 (2003)Understanding the Service Com…Logistics Service Quality as a Segment-Customized Process (2001)Logistics Service Quality as …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Reliability Measures for Qualitative Data: Theory and Implications (1994)Reliability Measures for Qual…Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)Basics of Qualitative Researc…Physical Distribution Service: A Fundamental Marketing Concept? (1989)Physical Distribution Service…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Roles of logistics service quality in shaping generation Z customers’ repurchase intention and electronic word of mouth in E-commerce industry (2025)Roles of logistics service qu…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)Value-Based Differentiation in Business Relationships: Gaining and Sustaining Key Supplier Status (2005)On the contingent value of dynamic capabilities for competitive advantage: The nonlinear moderating effect of environmental dynamism (2013)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. 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(1980)Antecedents and consequences of trust and satisfaction in buyer‐seller relationships (1998)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction (1998)Maps of Bounded Rationality: Psychology for Behavioral Economics (2003)Structural Topic Models for Open‐Ended Survey Responses (2014)Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data (2019)Employing structural topic modelling to explore perceived service quality attributes in Airbnb accommodation (2020)Fifty years of information management research: A conceptual structure analysis using structural topic modeling (2021)Prospect Theory: An Analysis of Decision under Risk (1979)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Nonlinear Pricing of Information Goods (2004)Credibility of Anonymous Online Product Reviews: A Language Expectancy Perspective (2013)Social media addiction: What is the role of content in YouTube? 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References

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  • 2017Cross-border B2C e-commerce to Greater China and the role of logistics: a literature review

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166 cited
  • 2008Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures162 cited
  • 2010Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships147 cited
  • Cited by

    • 2025Roles of logistics service quality in shaping generation Z customers’ repurchase intention and electronic word of mouth in E-commerce industry22 cited