{"title":"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","authors":"Mingyao Hu, P. E. Chaudhry, S. Chaudhry","doi":"10.1177/18479790221097528","DOIUrl":null,"url":null,"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.","PeriodicalId":45882,"journal":{"name":"International Journal of Engineering Business Management","volume":null,"pages":null},"PeriodicalIF":4.9000,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":"{\"title\":\"Linking customized logistics service in online retailing with E-satisfaction and E-loyalty\",\"authors\":\"Mingyao Hu, P. E. Chaudhry, S. Chaudhry\",\"doi\":\"10.1177/18479790221097528\",\"DOIUrl\":null,\"url\":null,\"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.\",\"PeriodicalId\":45882,\"journal\":{\"name\":\"International Journal of Engineering Business Management\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":4.9000,\"publicationDate\":\"2022-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"2\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Engineering Business Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1177/18479790221097528\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"BUSINESS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Engineering Business Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1177/18479790221097528","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
Linking customized logistics service in online retailing with E-satisfaction and E-loyalty
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.
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
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