A Hybrid E-Logistics Service Quality Approach: Modeling the Evolution of B2C E-Commerce
Document Type
Article
Publication Date
11-2023
Abstract
This research paper aims to examine two hybrid models of logistics service quality (LSQ) and its influence on satisfaction, loyalty and future purchase intention in a business-to-consumer (B2C) e-commerce context. This study extends the literature for LSQ by incorporating the second-order assurance quality construct, which comprises personnel contact quality, order discrepancy handling and order returns, into one of the hybrid models. The findings of this study underscore critical LSQ dimensions that garner greater satisfaction and retention in the online shopping experience.
Source Publication
The International Journal of Logistics Management
Recommended Citation
Uvet, H., Dickens, J., Anderson, J., Glassburner, A., & Boone, C. A. (2024). A hybrid e-logistics service quality approach: modeling the evolution of B2C e-commerce. The International Journal of Logistics Management, 35(4), 1303–1331. https://doi.org/10.1108/IJLM-06-2023-0238
Comments
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This article later appeared in the June 2024 issue.