Nonlinear antecedents of customer satisfaction and loyalty in third-party logistics services (3PL)
Year of publication: |
2017
|
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Authors: | Tontini, Gerson ; Solberg Søilen, Klaus ; Zanchett, Ricardo |
Published in: |
Asia Pacific journal of marketing and logistics. - Bingley : Emerald Group Publishing Limited, ISSN 1355-5855, ZDB-ID 1174740-7. - Vol. 29.2017, 5, p. 1116-1135
|
Subject: | Service quality | Kano model | Customer defection | 3PL services | Customer dissatisfaction | Failed service quality | Dienstleistungsqualität | Kundenzufriedenheit | Customer satisfaction | Logistikdienstleister | Logistics provider | Qualitätsmanagement | Quality management | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Lieferantenmanagement | Supplier relationship management | Kundenservice | Customer service |
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