Managing customer experience dimensions in B2B express delivery services for better customer satisfaction : a PLS-SEM illustration
Year of publication: |
2023
|
---|---|
Authors: | Cepeda-Carrión, Ignacio ; Alarcon-Rubio, David ; Correa-Rodriguez, Carlos ; Cepeda-Carrion, Gabriel |
Published in: |
International journal of physical distribution and logistics management. - Bingley : Emerald, ISSN 0020-7527, ZDB-ID 2032079-6. - Vol. 53.2023, 7/8, p. 886-912
|
Subject: | B2B | Basic service experience | Customer experience dimensions | Customer satisfaction | Express parcels | Focus on results | Moments of truth | Peace of mind | PLS-SEM | Kundenzufriedenheit | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | B-to-B-Marketing | Business-to-business marketing | Kurierdienst | Courier services | Lieferantenmanagement | Supplier relationship management | Konsumentenverhalten | Consumer behaviour |
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