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Customer Loyalty in Third Party Logistics Relationships by David L. Cahill
Customer Loyalty in Third Party Logistics Relationships by David L. Cahill
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Customer Loyalty in Third Party Logistics Relationships

Findings from Studies in Germany and the USA
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Description

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 to effectively manage customer loyalty, 3PLs need to be aware of the factors that influence loyalty. In addition, they have to understand the effects of different relationship conditions and cultural 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.
Release date Australia
October 16th, 2006
Audience
  • Professional & Vocational
Illustrations
XIV, 309 p.
Pages
309
Dimensions
155x235x18
ISBN-13
9783790819038
Product ID
5265386

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