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Main Title: Logistics outsourcing performance and loyalty behavior
Subtitle: Comparisons between Germany and the United States
Author(s): Wallenburg, Carl Marcus
Cahill, David L.
Goldsby, Thomas J.
Knemeyer, A. Michael
Type: Article
Language Code: en
Abstract: Purpose – The purpose of this paper is to examine how goal achievement and goal exceedance influence the aspects of loyalty in logistics outsourcing relationships. Specifically, it aims to develop and test a model of customer loyalty across two cultures to determine if dedicated strategies for building loyalty are required. Design/methodology/approach – This effort develops a conceptual model that provides a better understanding of the relationship between two dimensions of logistics outsourcing performance (goal achievement and goal exceedance) to loyalty across cultures. The model is then tested using structural equation modeling along with multi-group analysis. Findings – The findings indicate that goal achievement strongly influences the loyalty aspects of retention and referrals, but not extension. Meanwhile, all three dimensions of loyalty were influenced by goal exceedance of the logistics provider. Further, goal achievement was found to have a stronger effect on retention only, with goal exceedance demonstrating a stronger influence on extension and referrals. In addition, cultural differences in the model were identified. Research limitations/implications – Future research should examinemore transactional settings as well as other potential moderators that may be consequential to the examination of loyalty formation. Practical implications – The findings suggest that logistics service providers (LSPs) need to have an appreciation for the differences between goal achievement and goal exceedance as it relates to loyalty formation. In addition, LSPs need to adapt their performance goals based on cultural differences that may exist across their markets. Originality/value – The close examination of the two dimensions of outsourcing performance on three aspects of loyalty behavior builds on the extant literature. The examination across the two national settings provides yet another contribution of the study.
Issue Date: 2010
Date Available: 26-Oct-2017
DDC Class: 530 Physik
Subject(s): outsourcing
customer loyalty
supply chain management
United States of America
Journal Title: International journal of physical distribution and logistics management
Publisher: Emerald
Publisher Place: Bingley
Volume: 40
Issue: 7
Publisher DOI: 10.1108/09600031011072019
Page Start: 579
Page End: 602
ISSN: 0960-0035
Notes: Dieser Beitrag ist mit Zustimmung des Rechteinhabers aufgrund einer (DFG geförderten) Allianz- bzw. Nationallizenz frei zugänglich.
This publication is with permission of the rights owner freely accessible due to an Alliance licence and a national licence (funded by the DFG, German Research Foundation) respectively.
Appears in Collections:FG Logistik » Publications

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