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

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    Authors
    Ramanathan, Ramakrishnan
    Affiliation
    University of Nottingham
    Issue Date
    2010-11-01
    Subjects
    e-Commerce assessment criteria
    risk
    efficiency
    customer loyalty
    logistics
    e-commerce
    N100 Business studies
    
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    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.
    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
    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
    ae974a485f413a2113503eed53cd6c53
    10.1016/j.tre.2010.02.002
    Scopus Count
    Collections
    Business and management

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