LOGISTICS SERVICE DRIVEN LOYALTY: AN EXPLORATORY STUDY
通过文献回顾和定性研究，探索了供应链中权力、依赖、满意度和忠诚度之间的关系，并提出了一个初步模型，旨在为未来定量研究奠定基础。
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.