CUSTOMER LOYALTY IN LOGISTICS OUTSOURCING RELATIONSHIPS: AN EXAMINATION OF THE MODERATING EFFECTS OF CONFLICT FREQUENCY

Authors

  • David L. Cahill Ph.D.,

    Corresponding author
    1. The Ohio State University
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    • David L. Cahill (Ph.D. WHU–Otto Beisheim School of Management) is the co-founder and CEO of picjay.com. He holds an MSc. in Economics and Business Administration from WHU–Otto Beisheim School of Management. From 2006 to 2008, David was a Visiting Assistant Professor of Logistics at the Fisher College of Business, The Ohio State University. His research interest lies on logistics outsourcing relationships and marketing for logistics service providers.

  • Thomas J. Goldsby Ph.D.,

    1. University of Kentucky
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    • Thomas J. Goldsby (Ph.D. Michigan State University) is Associate Professor of Supply Chain Management at the University of Kentucky. He holds a BSBA from the University of Evansville and MBA from the University of Kentucky. His research interests focus on logistics customer service, supply chain integration, and the implementation of lean and agile practices. He is co-author of Lean Six Sigma Logistics: Strategic Development to Operational Success. He is a recipient of the 2007 Bernard J. La Londe Award and has twice received the Accenture Award, in recognition of research contributions in the logistics discipline.

  • A. Michael Knemeyer Ph.D.,

    1. The Ohio State University
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    • A. Michael Knemeyer (Ph.D. University of Maryland at College Park) is an Assistant Professor of Logistics at the Fisher College of Business, The Ohio State University. Michael received a BSBA in Business Logistics and Marketing from John Carroll University. His research program focuses on the development and maintenance of collaborative supply chain relationships and logistics outsourcing.

  • Carl Marcus Wallenburg Ph.D.

    1. Technische Universität Berlin, Germany
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    • Carl Marcus Wallenburg (Ph.D. WHU–Otto Beisheim School of Management) is the Kuehne-Foundation Chair of International Logistics Networks in the Department of Technology and Management at the Technische Universität Berlin. His research focuses on third-party logistics, relationship management, and international aspects of SCM. He frequently speaks at conferences and company meetings and is the author of three books, eight academic reports and over fifty articles. His work has been accepted to various journals including Journal of Business Logistics, Journal of Supply Chain Management, and European Journal of Marketing. This article was written and the corresponding research conducted while Dr. Wallenburg was still affiliated to WHU–Otto Beisheim School of Management as Assistant Professor of Logistics Management.


E-mail: cahill.90@osu.edu

Abstract

This research examines the moderating effect of conflict frequency on the satisfaction-loyalty linkage in logistics outsourcing relationships. The findings suggest service satisfaction to be the primary driver of loyalty in smoothly running relationships. However, relational satisfaction takes a leading role in high conflict relationships. As turbulence increases in these important logistics service relationships, the quality of the interaction becomes a critical consideration.

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