Item description for Customer Loyalty in Third Party Logistics Relationships: Findings from Studies in Germany and the USA (Contributions to Management Science) by David L. Cahill...
Challenged by increasing competition and globalization, third party logistics service providers (3PLs)can become more successful by focusing on customer loyalty. Within long-term customer relationships, 3PLs can offer more advanced logistics services, mitigate the risk of substitution, realize higher profit margins, and avoid new customer acquisition costs. In order toeffectively managecustomer loyalty, 3PLs need tobe aware of the factorsthat influenceloyalty. In addition, they have to understand the effects of different relationship conditions andcultural background on loyalty formation. These issues are addressed in the present book. First, a model of customer loyalty and its determinants is developed, which is then validated using empirical data from nearly 800 logistics managers in Germany and the USA. Effects of different relational factors on the customer loyalty model are identified and cultural differences between Germany and the USA are revealed.
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Est. Packaging Dimensions: Length: 9.2" Width: 6.1" Height: 0.7" Weight: 1 lbs.
Release Date Nov 10, 2006
Publisher Physica-Verlag Heidelberg
ISBN 3790819034 ISBN13 9783790819038
Availability 149 units. Availability accurate as of Oct 24, 2016 10:32.
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