EAN: 9783790819038

CUSTOMER LOYALTY IN THIRD PARTY LOGISTICS RELAT...

Challenged by increasing competition and globalization  third party logistics service providers
(3PLs) can become more successful by focusing on customer loyalty. Within long-term customer
relationships  3PLs can offer more advanced logistics services  mitigate the risk of
substitution  realize higher profit margins  and avoid new customer acquisition costs. In order
to effectively manage customer loyalty  3PLs need to be aware of the factors that influence
loyalty. In addition  they have to understand the effects of different relationship conditions
and cultural background on loyalty formation. These issues are addressed in the present book.
First  a model of customer loyalty and its determinants is developed  which is then validated
using empirical data from nearly 800 logistics managers in Germany and the USA. Effects of
different relational factors on the customer loyalty model are identified and cultural
differences between Germany and the USA are revealed.

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