LOGISTICS SERVICE PERFORMANCE: ESTIMATING ITS INFLUENCE ON MARKET SHARE

Authors

  • Theodore P. Stank Ph.D.,

    1. Michigan State University
    Search for more papers by this author
    • Theodore P. Stank (Ph.D. in Marketing and Distribution from The University of Georgia) is Associate Professor of Logistics at Michigan State University. He is coauthor of 21st Century Logistics: Making Supply Chain Integration a Reality, and has published articles in the areas of logistics strategy, customer relevance, and integration in various journals including Business Horizons, Journal of Business Logistics, Journal of Operations Management, Supply Chain Management Review, and Transportation Journal.

  • Thomas J. Goldsby Ph.D.,

    1. Ohio State University
    Search for more papers by this author
    • Thomas J. Goldsby (Ph.D. in Marketing and Logistics from Michigan State University) is Assistant Professor of Logistics at Ohio State University. His research interests focus on logistics customer service and supply chain integration. He also has interest in the development and implementation of environmental or “green” business practices. He has published articles in academic and professional journals, such as the Journal of Business Logistics, International Journal of Logistics Management, Supply Chain Management Review, and Journal of Operations Management.

  • Shawnee K. Vickery Ph.D.,

    1. Michigan State University
    Search for more papers by this author
    • Shawnee K Vickery (Ph.D. in Business Administration from the University of South Carolina) is Professor of Operations Management at Michigan State University. Her research has been published in Decision Sciences, Journal of Operations Management, The European Journal of Operational Research, The International Journal of Production Research, Journal of Product Innovation Management, Production and Inventory Management, The Journal of Supply Chain Management, International Journal of Physical Distribution and Logistics Management, International Journal of Operations and Production Management, and Journal of Business Logistics.

  • Katrina Savitskie

    1. University of Memphis
    Search for more papers by this author
    • Katrina Savitskie is an Assistant Professor in Marketing and Supply Chain Management at the University of Memphis. She is completing a doctorate in Marketing, Logistics, and International Business from Michigan State University. Her main research interests include information technology and its role in the supply chain. She has been published in Decision Line and several conference proceedings.


Abstract

The research examines the relationships among three dimensions of logistics service performance (operational, relational, and cost performance), customer satisfaction, customer loyalty, and market share. Perceptions of customers of third party logistics (3PL) providers are used to assess 3PL performance constructs. Of the three dimensions of service performance, relational performance is the single most important factor in engendering customer satisfaction. The research supports the strong relationship between customer satisfaction and loyalty identified in previous studies. It also establishes an empirical link between customer loyalty and a measure of market share that is anchored by objective, secondary data.

Ancillary