CUSTOMER SERVICE IN THE INTERNET-ENABLED LOGISTICS SUPPLY CHAIN: WEBSITE DESIGN ANTECEDENTS AND LOYALTY EFFECTS
研究了在线物流供应链中网站设计因素（易用性、内容生动性、产品信息）如何影响客户服务质量感知，进而影响消费者忠诚度。
This article extends the existing research on logistics customer service-loyalty relationships to the online logistics supply chain environment by examining potential website determinants of logistics customer service quality. A structural equation analysis of 373 online shopping transactions suggests that perceived quality of all logistics customer service activities (perceived cycle time, in-stock availability, and customer responsiveness) varies inversely with: (1) perceived ease of use, and (2) content vividness of the website; and positively with product information content. However, only retailer customer responsiveness assessment was found to have any significant influence on consumer intended loyalty behavior in Internet-enabled supplies chains.