Applying loss aversion to investigate service quality in logistics- A moderating effect of service convenience

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Applying loss aversion to investigate service quality in logistics- A moderating effect of service convenience

Chia‐Lin Hsu - Nama Orang; Mu‐Chen Chen - Nama Orang; Kuo‐Chien Chang - Nama Orang; Chuang‐Min Chao - Nama Orang;

Using the concept of loss aversion, this paper aims to investigate the relationship between service quality and customer loyalty in the home delivery industry. The second purpose of this paper is to investigate the moderating effect of service convenience in the relationship between service quality and customer loyalty. Furthermore, this paper attempts to demonstrate the existence of a moderating effect either on the service quality loss (SQLOSS)‐customer loyalty link, or on the service quality gain (SQGAIN)‐customer loyalty link, or on both.

Ketersediaan

IPC Corporate University Library ATC LO MIN a

ATC1601540

Tersedia

Informasi Detail

Judul Seri: International Journal of Operations & Production Management
No. Panggil: ATC LO MIN a
Penerbit: China : Emerald Insight., 2010
Deskripsi Fisik: 20 p.
Bahasa: English
ISBN/ISSN: -
Klasifikasi: LO
Tipe Isi: -
Tipe Media: -
Tipe Pembawa: online resource
Edisi: Vol. 30 Issue: 5, pp.508-525
Subjek: Distribution Management
Customer services quality
Loss
Delivery services
Info Detail Spesifik: -
Pernyataan Tanggungjawab: Chuang‐Min Chao

Versi lain/terkait

Judul	Edisi	Bahasa
Trends in computer applications in transportation and distribution management	Vol. 7 Issue: 3	en

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