Moderating roles of risk and effeciency on the relationship between logistics, performance and customer loyalty in e-commerce

2.50
Hdl Handle:
http://hdl.handle.net/10547/224532
Title:
Moderating roles of risk and effeciency on the relationship between logistics, performance and customer loyalty in e-commerce
Authors:
Ramanathan, Ramakrishnan ( 0000-0002-8861-2209 )
Abstract:
Using data from online customer ratings, we explore how the relationships between logistics performance and customer loyalty are affected by risk characteristics of products and efficiencies of the websites. Risk is defined in terms of price and ambiguity of products. Efficiency is interpreted as the ability of the websites to achieve good ratings in terms of operational factors (such as satisfaction of customers with product specifications, refunds/returns, prices, management accessibility, etc.) and also achieve good ratings in terms of customer loyalty. Our results show that efficiency, but not risk, is a significant moderator of the impact of logistics performance on customer loyalty.
Citation:
Transportation research Part E : Logistics and Transportation Review; Ramanathan, R. (2010) 'Moderating roles of risk and effeciency on the relationship between logistics, performance and customer loyalty in e-commerce' Transportation research Part E : Logistics and Transportation Review 46(6) 950–962
Journal:
Transportation research Part E : Logistics and Transportation Review
Issue Date:
Nov-2010
URI:
http://hdl.handle.net/10547/224532
DOI:
doi:10.1016/j.tre.2010.02.002
Additional Links:
http://www.sciencedirect.com/science/article/pii/S1366554510000232
Type:
Article
Language:
en
ISSN:
1366-5545
Appears in Collections:
Business and Information Systems Research Centre (BISC)

Full metadata record

DC FieldValue Language
dc.contributor.authorRamanathan, Ramakrishnanen_GB
dc.date.accessioned2012-05-18T08:13:35Zen
dc.date.available2012-05-18T08:13:35Zen
dc.date.issued2010-11en
dc.identifier.citationTransportation research Part E : Logistics and Transportation Reviewen_GB
dc.identifier.citationRamanathan, R. (2010) 'Moderating roles of risk and effeciency on the relationship between logistics, performance and customer loyalty in e-commerce' Transportation research Part E : Logistics and Transportation Review 46(6) 950–962en
dc.identifier.issn1366-5545en
dc.identifier.doidoi:10.1016/j.tre.2010.02.002en
dc.identifier.urihttp://hdl.handle.net/10547/224532en
dc.description.abstractUsing data from online customer ratings, we explore how the relationships between logistics performance and customer loyalty are affected by risk characteristics of products and efficiencies of the websites. Risk is defined in terms of price and ambiguity of products. Efficiency is interpreted as the ability of the websites to achieve good ratings in terms of operational factors (such as satisfaction of customers with product specifications, refunds/returns, prices, management accessibility, etc.) and also achieve good ratings in terms of customer loyalty. Our results show that efficiency, but not risk, is a significant moderator of the impact of logistics performance on customer loyalty.en
dc.language.isoenen
dc.relation.urlhttp://www.sciencedirect.com/science/article/pii/S1366554510000232en
dc.subjectcustomer loyaltyen
dc.subjecte-commerceen
dc.subjectlogisticsen
dc.subjectrisken
dc.subjectefficiencyen
dc.titleModerating roles of risk and effeciency on the relationship between logistics, performance and customer loyalty in e-commerceen
dc.typeArticleen
dc.identifier.journalTransportation research Part E : Logistics and Transportation Reviewen_GB
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