References
- An, C. H., Choi, Y. R. and Shin, H. W.(2007), "An Empirical Study on Impact of Service Orientation upon Business Performance in International Logistics Firm: Primarily on International Freight Forwarders", Journal of Korean Navigation and Port Research, Vol. 31, No. 5, pp. 385-393. https://doi.org/10.5394/KINPR.2007.31.5.385
- Cahill, D. L.(2007), Customer loyalty in third party logistics relationships. Heidelberg: Physica-Verlag.
- Chen, C. H. and Lee, H. Y.(2008), "Empirical analysis of the customer loyalty problem in the international logistics market", WSEAS Transactions on business and economics, Vol. 4, No. 5, pp. 113-123.
- Chen, M. F. and Wang, L. H.(2009), "The moderating role of switching barriers on customer loyalty in the life insurance industry", The Service Industries Journal, Vol. 29, No. 8, pp. 1105-1123. https://doi.org/10.1080/02642060902764574
- Choi, Y. R., Shin, H. W. and Go, S. B.(2002), "An Empirical Study on the Quality Management for Port Services - Primarily on Container Terminals in Busan -", Journal of Korean Navigation and Port Research, Vol. 26, No. 2, pp. 153-159. https://doi.org/10.5394/KINPR.2002.26.2.153
- Collier, D. A.(1991), "A service quality process map for credit card processing", Decision Sciences, Vol. 22, No. 2, pp. 406-420. https://doi.org/10.1111/j.1540-5915.1991.tb00355.x
- Daugherty, P. J., Stank, T. P. and Ellinger, A. E.(1998), "Leveraging logistics/distribution capabilities: The effect of logistics service on market share", Journal of Business Logistics, Vol. 19, No. 2, pp. 35-51.
- Davis, B. R. and Mentzer, J. T.(2006), "Logistics service driven loyalty: An exploratory study", Journal of Business Logistics, Vol. 27, No. 2, pp. 53-73. https://doi.org/10.1002/j.2158-1592.2006.tb00217.x
- Davis-Sramek, B., Mentzer, J. T. and Stank, T. P.(2008), "Creating consumer durable retailer customer loyalty through order fulfillment service operations", Journal of Operations Management, Vol. 26, No. 6, pp. 781-797. https://doi.org/10.1016/j.jom.2007.07.001
- Davis-Sramek, B., Droge, C., Mentzer, J. T. and Myers, M. B.(2009), "Creating commitment and loyalty behaviour among retailers: what are the roles of service quality and satisfaction?", Journal of the Academy of Marketing Science, Vol. 37, No. 4, pp. 440-454. https://doi.org/10.1007/s11747-009-0148-y
- Dick, A. S. and Basu, K.(1994), "Customer loyalty: Toward an integrated conceptual framework", Journal of the Academy of Marketing Science, Vol. 22, No. 2, pp. 99-113. https://doi.org/10.1177/0092070394222001
- Durvasula, S., Lysonski, S. and Mehta, S. C.(2004), "Technology and its CRM implications in the shipping industry", International Journal of Technology Management, Vol. 28, No. 1, pp. 88-102. https://doi.org/10.1504/IJTM.2004.005054
- Ellinger, A. E., Daugherty, P. J. and Plair, Q. J.(1999), "Customer satisfaction and loyalty in supply chain: The role of communication", Transportation Research Part E, Vol. 35, No. 2, pp. 121-134. https://doi.org/10.1016/S1366-5545(99)00006-X
- Evangelista, P.(2005), "Innovating ocean transport through logistics and ICT", in: Leggate, H. et al. (2005) (eds.) International Maritime Transport: Perspectives. London: Routledge, pp. 191-201.
- Evers, P. T. and Johnson, C. J.(2000), "Performance perceptions, satisfaction, and intention: The intermodal shipper's perspective", Transportation Journal, Vol. 40, No. 2, pp. 27-39.
- Fornell, C.(1992), "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, Vol. 56, No. 1, pp. 6-21. https://doi.org/10.2307/1252129
- Heaver, T. D.(2002), "Supply chain and logistics management: Implications for liner shipping", in: Grammenos, C. Th. (ed.) (2002) The Handbook of Maritime Economics and Business. London: LLP Professional Publishing, pp. 375-396.
- Innis, D. E. and La Londe, B. J.(1994), "Customer service: The key to customer satisfaction, customer loyalty, and market share", Journal of Business Logistics, Vol. 15, No. 1, pp. 1-27.
- Lu, C. -S.(2003a), "An evaluation of service attributes in a partnering relationship between maritime firms and shippers in Taiwan", Transportation Journal, Vol. 42, No. 5, pp. 5-16.
- Lu, C. -S.(2003b), "The impact of carrier service attributes on shipper-carrier partnering relationships: a shipper's perspective", Transportation Research Part E, Vol. 39, No. 5, pp. 399-415. https://doi.org/10.1016/S1366-5545(03)00015-2
- Lu, C. -S. and Shang, K. -C.(2007), "An evaluation of customer relationship management in freight forwarder services", Proceedings of the 13th Asia Pacific Management Conference, Melbourne, Australia, pp. 1096-1105.
- Marlow, P. and Nair, R.(2008), "Service contracts-An instrument of international logistics supply chain: under United States and European Union regulatory frameworks", Maritime Policy, Vol. 32, No. 3, pp. 489-496. https://doi.org/10.1016/j.marpol.2007.09.009
- McIlroy, A. and Barnett, S.(2000), "Building customer relationships: do discount cards work?", Managing Service Quality, Vol. 10, No. 6, pp. 347-355. https://doi.org/10.1108/09604520010351491
- Meixell, M. J. and Norbis, M.(2008), "A review of the transportation mode choice and carrier selection literature", International Journal of Logistics Management, Vol. 19, No. 2, pp. 183-211. https://doi.org/10.1108/09574090810895951
- Mentzer, J. T., Flint, D. J. and Hult, G. T. M.(2001), "Logistics service quality as a segment-customized process", The Journal of Marketing, Vol. 65, No. 4, pp. 82-104. https://doi.org/10.1509/jmkg.65.4.82.18390
- Morris, D. S., Barnes, B. R. and Lynch, J. E.(1999), "Relationship marketing needs total quality management", Total Quality Management, Vol. 10, No. 4/5, pp. 659-665. https://doi.org/10.1080/0954412997659
- Oliver, R. L.(1999), "Whence consumer loyalty?", Journal of Marketing, Vol. 63, No. 4, pp. 33-44.
- Parasuraman, A., Zeithaml, V. and Berry, L. L.(1988), "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
- Park, B. S., Shin, Y. L. and Shin, H. W.(2011), "An Empirical Study on the Effects of the Determinants of Service Quality to Customer Satisfaction in P&I Insurance", Journal of Korean Navigation and Port Research, Vol. 35, No. 1, pp. 855-861. https://doi.org/10.5394/KINPR.2011.35.10.855
- Pritchard, M. P., Havitz, M. E. and Howard, D. R.(1999), "Analysing the commitment-loyalty link in service contexts", Journal of the Academy of Marketing Science, Vol. 27, No. 3, pp. 333-348. https://doi.org/10.1177/0092070399273004
- Qin, S., Zhao, L. and Yi, X.(2009), "Impacts of customer service on relationship quality: an empirical study in China", Managing Service Quality, Vol. 19, No. 4, pp. 391-409. https://doi.org/10.1108/09604520910971520
- Ranaweera, C. and Prabhu, J.(2003), "The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting", International Journal of Service Industry Management, Vol. 14, No. 4, pp. 374-395. https://doi.org/10.1108/09564230310489231
- Rauyruen, P. and Miller, K. E.(2007), "Relationship quality as a predictor of B2B customer loyalty", Journal of Business Research, Vol. 60, No. 1, pp. 21-31. https://doi.org/10.1016/j.jbusres.2005.11.006
- Reichheld, F. F., Markey Jr., R. G. and Hopton, C.(2000), The loyalty effect-the relationship between loyalty and profits", European Business Journal, Vol. 12, No. 3, pp. 134-139.
- Saura, I. G., Francés, D. S., Contrí, G. B. and Blasco, M. F.(2008), "Logistics service quality: A new way to loyalty", Industrial Management & Data Systems, Vol. 108, No. 5, pp. 650-668. https://doi.org/10.1108/02635570810876778
- Shin, C. H., Choi, M. S., Lee, J. W. and Yang, Y. O.(2011), "QFD Analysis combining the Service Quality and Process of Container Ports", Journal of Korean Navigation and Port Research, Vol. 35, No. 3, pp. 243-251. https://doi.org/10.5394/KINPR.2011.35.3.243
- Shin, H. W., Kim, S. G. and Choi, Y. R.(2001), "An Empirical Study on the Perception of Port Service Quality-Primarily on SERVQUAL Model in Container Terminal-", Journal of Korean Navigation and Port Research, Vol. 15, No. 1, pp. 1-18.
- Stank, T. P., Goldsby, T. J. and Vickery, S. K.(1999), "Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry", Journal of Operations Management, Vol. 17, No. 4, pp. 429-447. https://doi.org/10.1016/S0272-6963(98)00052-7
- Stank, T. P., Goldsby, T. J., Vickery, S. K. and Savitskie, K.(2003), "Logistics service performance: Estimating its influence on market share", Journal of Business Logistics, Vol. 24, No. 1, pp. 27-55. https://doi.org/10.1002/j.2158-1592.2003.tb00031.x
- United Nations Conference on Trade And Development (UNCTAD)(2009), Review of Maritime Transport. Geneva.
- Wacker, J. G.(1998), "A definition of theory: research guidelines for different theory-building research methods in operations management", Journal of Operations Management, Vol. 16, No. 4, pp. 361-385. https://doi.org/10.1016/S0272-6963(98)00019-9
- Zhao, M. and Stank, T. P.(2003), "Interactions between operational and relational capabilities in fast food service delivery", Transportation Research Part E, Vol. 39, No. 2, pp. 161-173. https://doi.org/10.1016/S1366-5545(02)00045-5
Cited by
- Being customer-centric through CRM metrics in the B2B market: the case of maritime shipping vol.32, pp.3, 2017, https://doi.org/10.1108/JBIM-11-2014-0226
- Assessing Critical Factors of Brand Equity for Container Liner Shipping Companies using Analytic Hierarchy Process vol.38, pp.2, 2014, https://doi.org/10.5394/KINPR.2014.38.2.177