DC FieldValueLanguage
dc.contributor.authorGiovanis, Apostolos-
dc.contributor.authorAthanasopoulou, Pinelopi-
dc.contributor.authorTsoukatos, Evangelos-
dc.date.accessioned2024-06-14T10:52:47Z-
dc.date.available2024-06-14T10:52:47Z-
dc.date.issued2012-10-
dc.identifiergoogle_scholar-In1YXmwAAAAJ:roLk4NBRz8UC-
dc.identifier.isbn978-9963-711-07-9-
dc.identifier.issn2547-8516-
dc.identifier.otherIn1YXmwAAAAJ:roLk4NBRz8UC-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/2550-
dc.description.abstractLogistics services quality (LSQ) is currently considered as a differentiation factor enhancing companies’ competitive advantage. Nevertheless, there is neither consensus about its dimensions, or on how they affect customer satisfaction and loyalty in the business relations context. The present paper aims at identifying the main dimensions of logistics service quality and analyzing their effects on supplier’s performance in terms of customer satisfaction and loyalty. The proposed structural equations model is tested empirically in a sample of 213 manufacturing companies in Greece. The results show that: 1) business customers’ appraisal of their supplier’s physical distribution quality is based on its technical/outcome and functional/process elements and that technical/outcome quality is further affected by functional/process quality, 2) both LSQ dimensions have a positive impact on customer satisfaction with technical/outcome quality being the main driver followed by functional/process quality, and 3) LSQ dimensions and customer satisfaction are all directly related to customer loyalty, while their indirect effects, through satisfaction, enhance their impact on customer loyalty. Finally, the theoretical and practical implications of the results within the framework of logistics management are discussed.en_US
dc.language.isoenen_US
dc.relation.ispartof5th Annual EuroMed Conference of the EuroMed Academy of Business: Conference Readings Book Proceedingsen_US
dc.source5th Annual EuroMed Conference of the EuroMed Academy of Business, 2012-
dc.subjectLogistics service quality (LSQ) dimensionsen_US
dc.subjectSatisfactionen_US
dc.subjectLoyaltyen_US
dc.subjectHierarchical constructs modelingen_US
dc.subjectLogistics managementen_US
dc.titleUnderstanding the Relationships of LSQ, Satisfaction and Loyalty in Manufacturing Supply Chainsen_US
dc.typeConference Paperen_US
dc.relation.conference5th Annual EuroMed Conference of the EuroMed Academy of Business "Building New Business Models For Success Through Competitiveness and Responsibility", 4-5 October 2012, Glion-Montreux, Switzerlanden_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.identifier.spage693en_US
dc.identifier.epage710en_US
dc.linkhttps://emrbi.org/wp-content/uploads/2020/09/EuroMed-5-2012.pdfen_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.journalsOpen Accessen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusverifieden_US
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.fulltextNo Fulltext-
item.grantfulltextnone-
item.languageiso639-1en-
item.openairetypeConference Paper-
item.cerifentitytypePublications-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0003-1028-146X-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
Appears in Collections:Book Chapter / Κεφάλαιο Βιβλίου
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