CUSTOMER LOYALTY IN LOGISTICS OUTSOURCING RELATIONSHIPS: AN EXAMINATION OF THE MODERATING EFFECTS OF CONFLICT FREQUENCY
研究了冲突频率如何调节物流外包关系中满意度与忠诚度的关系，发现服务满意度在平稳关系中驱动忠诚，而关系满意度在高冲突关系中起主导作用。
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.