Get access

LOGISTICS SERVICE DRIVEN LOYALTY: AN EXPLORATORY STUDY

Authors

  • Beth R. Davis Ph.D.,

    1. University of Louisville
    Search for more papers by this author
    • Beth R. Davis (Ph.D., The University of Tennessee) is an Assistant Professor at the University of Louisville in Marketing. Her research interests include supply chain relationships, the strategic implications of logistics capabilities, and the effect of logistics service quality in creating customer loyalty. Prior to pursuing the Ph.D., she worked in the financial services industry as both an analyst in new product development and as a field sales representative.

  • John T. Mentzer Ph.D.

    1. University of Tennessee
    Search for more papers by this author
    • John T. (Tom) Mentzer (Ph.D., Michigan State University) is the Harry J. and Vivienne R. Bruce Excellence Chair of Business in the Department of Marketing and Logistics at the University of Tennessee. He has published 8 books and more than 180 articles and papers in the Journal of Business Logistics, Journal of Marketing, International Journal of Physical Distribution and Logistics Management, and other journals. He was the 2004 recipient of the Council of Logistics Management Distinguished Service Award.


Abstract

Based upon the extant literature and a qualitative study of buyer-seller relationships, an exploratory model of the relationship between supply chain power, dependence, satisfaction, and loyalty is developed and presented. Four fundamental objectives are accomplished through this research and presented here. The first was to use a qualitative method to gain a deeper understanding of the logistics service driven loyalty that exists between suppliers and customers. The second was to develop a more thorough understanding of the gap in logistics service expectations between a supplier and their customers. The third objective was to examine how the power/dependence relationship affects both customer service expectations of the parties, and the actual logistics service delivered by the supplier. Finally, this research is intended to build a basis for future quantitative research of loyalty in supplier/customer relationships.

Ancillary