The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce

2.50
Hdl Handle:
http://hdl.handle.net/10547/622181
Title:
The moderating roles of risk and efficiency 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. (C) 2010 Elsevier Ltd. All rights reserved.
Affiliation:
University of Nottingham
Citation:
Ramanathan R (2010) 'The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce', Transportation Research Part E: Logistics and Transportation Review, 46 (6), pp.950-962.
Publisher:
PERGAMON-ELSEVIER SCIENCE LTD
Journal:
Transportation Research Part E: Logistics and Transportation Review
Issue Date:
1-Nov-2010
URI:
http://hdl.handle.net/10547/622181
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 management

Full metadata record

DC FieldValue Language
dc.contributor.authorRamanathan, Ramakrishnanen
dc.date.accessioned2017-09-07T11:40:42Z-
dc.date.available2017-09-07T11:40:42Z-
dc.date.issued2010-11-01-
dc.identifier.citationRamanathan R (2010) 'The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce', Transportation Research Part E: Logistics and Transportation Review, 46 (6), pp.950-962.en
dc.identifier.issn1366-5545-
dc.identifier.doi10.1016/j.tre.2010.02.002-
dc.identifier.urihttp://hdl.handle.net/10547/622181-
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. (C) 2010 Elsevier Ltd. All rights reserved.en
dc.language.isoenen
dc.publisherPERGAMON-ELSEVIER SCIENCE LTDen
dc.relation.urlhttp://www.sciencedirect.com/science/article/pii/S1366554510000232en
dc.rightsGreen - can archive pre-print and post-print or publisher's version/PDF-
dc.subjecte-Commerce assessment criteriaen
dc.subjectrisken
dc.subjectefficiencyen
dc.subjectcustomer loyaltyen
dc.subjectlogisticsen
dc.subjecte-commerceen
dc.subjectN100 Business studiesen
dc.titleThe moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerceen
dc.typeArticleen
dc.contributor.departmentUniversity of Nottinghamen
dc.identifier.journalTransportation Research Part E: Logistics and Transportation Reviewen
dc.date.updated2017-09-07T11:28:05Z-
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