物流客户服务和客户满意度：基于重要性的汽车承运商细分

IF 16.4 1区化学 Q1 CHEMISTRY, MULTIDISCIPLINARY

Accounts of Chemical Research Pub Date : 2024-07-11 DOI:10.1002/tjo3.12028

Michael S. Garver, Zachary Williams

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引用次数: 0

摘要

目前的研究提出了预测汽车承运商整体客户满意度的物流客户服务属性的中间理论。通过研究物流客户服务属性与美国客户满意度指数（American Customer Satisfaction Index）所衡量的总体满意度之间的关系，采用了潜类回归（LCR）分析法来确定基于重要性的细分市场。LCR 分析确定了三个以重要性为基础的细分市场，包括以基本物流服务为重点的细分市场、以可持续性为重点的细分市场和以安全性为重点的细分市场。相关成分回归分析被用来完善每个细分市场的模型，以更好地了解哪些物流客户服务属性对每个细分市场最为重要。通过归纳推理过程，将这些研究成果与战略纯度理论进行了比较。

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Logistics customer service and customer satisfaction: Importance‐based segments for motor carriers

The current research presents a middle‐range theorization of logistics customer service attributes predicting overall customer satisfaction for motor carriers. Latent class regression (LCR) analysis was employed to identify importance‐based segments by examining the relationships between logistics customer service attributes and overall satisfaction as measured by the American Customer Satisfaction Index. LCR analysis identified three importance‐based segments, including a segment focused on basic logistics services, a segment focused on sustainability, and a segment focused on security. Correlated components regression analysis was employed to refine the models of each segment to better understand what logistic customer service attributes were most important to each segment. Following an abductive reasoning process, these research results are compared with the theory of strategic purity.

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来源期刊

Accounts of Chemical Research 化学-化学综合

CiteScore

31.40

自引率

1.10%

发文量

312

审稿时长

2 months

期刊介绍： Accounts of Chemical Research presents short, concise and critical articles offering easy-to-read overviews of basic research and applications in all areas of chemistry and biochemistry. These short reviews focus on research from the author’s own laboratory and are designed to teach the reader about a research project. In addition, Accounts of Chemical Research publishes commentaries that give an informed opinion on a current research problem. Special Issues online are devoted to a single topic of unusual activity and significance. Accounts of Chemical Research replaces the traditional article abstract with an article "Conspectus." These entries synopsize the research affording the reader a closer look at the content and significance of an article. Through this provision of a more detailed description of the article contents, the Conspectus enhances the article's discoverability by search engines and the exposure for the research.