Impact of Switching Costs on the Tripartite Model - Third Party Logistics
构建了一个概念模型，研究物流服务质量、客户满意度和转换成本如何影响客户对第三方物流服务提供商的忠诚度，其中转换成本调节满意度与忠诚度的关系。
A mu ltitude of companies today has already identified the need to create a loyal customer base and acknowledged that maintain ing existing customers and extending business with them are significantly less expensive than acquiring new customers (e.g.(17)). Therefore this paper describes the development of a conceptual model to investigate several factors affecting customer loyalty towards the service provider involving factors such as logistics service quality, customer satisfaction and switching costs. The eventual research using this conceptual model would reveal logistics service capabilit ies that can be leveraged to create customer and supplier value through service performance (e.g.(44)); increase market share (e.g.(36)); enable mass customization (e.g.(75)); create effective customer response-based systems (e.g.(103)); positively affect customer satisfaction and in turn corporate performance (e.g.(76)); provide a differentiating co mpetitive advantage (e.g.(5),(25),(103)); and segment customers (e.g.(77)). Th is conceptual model has switching costs as a moderator between customer satisfaction and loyalty relat ionship. Therefore the research using this model would also reveal the extent switching costs affect the relationship between customer satisfaction and loyalty.