Advanced SearchSearch Tips
Customer Loyalty and Logistics Service Performance in Maritime Transport : A Literature Review and Conceptual Model
facebook(new window)  Pirnt(new window) E-mail(new window) Excel Download
 Title & Authors
Customer Loyalty and Logistics Service Performance in Maritime Transport : A Literature Review and Conceptual Model
Jang, Hyun Mi; Kim, Sang Youl;
  PDF(new window)
To achieve a differential advantage over competitors and protect their long-term interest, shipping lines have striven to find ways to maintain an ongoing relationship with shippers which can be achieved by attaining their loyalty. The benefits of loyal shippers are potentially huge in that they generate long-term revenue streams as well as provide cost savings as compared with attracting new shippers. Logistics service provided by shipping lines is identified as one of the effective tools for building customer loyalty. However, in a review of the literature none of the studies examine how logistics service creates customer loyalty, particularly between shipping lines and shippers. Consequently, the overarching purpose of this paper is to extend knowledge on logistics service performance and its relationship with customer loyalty in the unique context of maritime transport by proposing a new conceptual model based on an extensive literature review. The major contribution is to offer a new insight into the complex relationships between those `soft` concepts in the context of maritime transport.
customer loyalty;logistics service performance;maritime transport;conceptual model;literature review;relationship quality;switching barriers;
 Cited by
Assessing Critical Factors of Brand Equity for Container Liner Shipping Companies using Analytic Hierarchy Process,;;;

한국항해항만학회지, 2014. vol.38. 2, pp.177-184 crossref(new window)
Being customer-centric through CRM metrics in the B2B market: the case of maritime shipping, Journal of Business & Industrial Marketing, 2017, 32, 3, 347  crossref(new windwow)
Assessing Critical Factors of Brand Equity for Container Liner Shipping Companies using Analytic Hierarchy Process, Journal of Navigation and Port Research, 2014, 38, 2, 177  crossref(new windwow)
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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

Collier, D. A.(1991), "A service quality process map for credit card processing", Decision Sciences, Vol. 22, No. 2, pp. 406-420. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

McIlroy, A. and Barnett, S.(2000), "Building customer relationships: do discount cards work?", Managing Service Quality, Vol. 10, No. 6, pp. 347-355. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)

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. crossref(new window)