Linking customized logistics service in online retailing with E-satisfaction and E-loyalty

IF 4.9 Q1 BUSINESS

International Journal of Engineering Business Management Pub Date : 2022-01-01 DOI:10.1177/18479790221097528

Mingyao Hu, P. E. Chaudhry, S. Chaudhry

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引用次数: 2

Abstract

Online retailers are providing customized logistics service to meet heterogeneous customer demand. However, the value of customized logistics service is not clear. We study conceptually and empirically how customized logistics service influences online customer post-purchase behavior, specifically e-satisfaction and e-loyalty. Primary data on customized logistics service were collected from an online field study involving direct observation. Secondary data on e-satisfaction and e-loyalty were collected from Bizrate.com. We used hierarchical multiple regression analyses and constrained nonlinear regression for empirical analysis. The results indicate that customized logistics service contributes significantly to e-satisfaction and, in turn, to e-loyalty. Furthermore, shipping rates significantly moderate the indirect effect of customized logistics service on e-loyalty through e-satisfaction. This research contributes to the understanding of the nature and consequences of customized logistics service in online retailing. Our findings underscore the effect of customized logistics service on e-satisfaction and e-loyalty, and the critical moderation effects of shipping rate on these relationships. Results from this study hold implications for the way online service operations managers employ logistics service strategy.

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将网上零售的定制物流服务与电子满意和电子忠诚联系起来

网上零售商正在提供定制化的物流服务，以满足客户的异质需求。然而，定制物流服务的价值并不明确。我们从概念上和实证上研究了定制物流服务如何影响在线顾客购后行为，特别是电子满意度和电子忠诚度。定制物流服务的主要数据是通过直接观察的在线实地研究收集的。关于电子满意度和电子忠诚度的次要数据收集自Bizrate.com。我们使用层次多元回归分析和约束非线性回归进行实证分析。结果表明，定制物流服务对电子满意度有显著贡献，进而对电子忠诚度有显著贡献。此外，运费显著调节定制物流服务通过电子满意度对电子忠诚的间接影响。本研究有助于理解在线零售中定制物流服务的性质和后果。我们的研究结果强调了定制物流服务对电子满意度和电子忠诚度的影响，以及运费对这些关系的关键调节作用。本研究的结果对在线服务运营经理采用物流服务策略的方式具有启示意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Engineering Business Management BUSINESS-

CiteScore

7.50

自引率

6.10%

发文量

审稿时长

15 weeks

期刊介绍： The International Journal of Engineering Business Management (IJEBM) is an international, peer-reviewed, open access scientific journal that aims to promote an integrated and multidisciplinary approach to engineering, business and management. The journal focuses on issues related to the design, development and implementation of new methodologies and technologies that contribute to strategic and operational improvements of organizations within the contemporary global business environment. IJEBM encourages a systematic and holistic view in order to ensure an integrated and economically, socially and environmentally friendly approach to management of new technologies in business. It aims to be a world-class research platform for academics, managers, and professionals to publish scholarly research in the global arena. All submitted articles considered suitable for the International Journal of Engineering Business Management are subjected to rigorous peer review to ensure the highest levels of quality. The review process is carried out as quickly as possible to minimize any delays in the online publication of articles. Topics of interest include, but are not limited to: -Competitive product design and innovation -Operations and manufacturing strategy -Knowledge management and knowledge innovation -Information and decision support systems -Radio Frequency Identification -Wireless Sensor Networks -Industrial engineering for business improvement -Logistics engineering and transportation -Modeling and simulation of industrial and business systems -Quality management and Six Sigma -Automation of industrial processes and systems -Manufacturing performance and productivity measurement -Supply Chain Management and the virtual enterprise network -Environmental, legal and social aspects -Technology Capital and Financial Modelling -Engineering Economics and Investment Theory -Behavioural, Social and Political factors in Engineering