The moderating effects of exclusive dealing agreements on distributor satisfaction

Argüelles, Víctor Iglesias; Vázquez, Rodolfo

doi:10.1080/096525401301420143

Cited by 15 publications

(21 citation statements)

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“…Timeliness, however, has the opposite effect, significantly influencing the consequent variable satisfaction only in the group of companies with low-ICT intensity. In order to check for significant differences between the causal parameter estimations, we estimated the proposed model again, introducing the restriction as null hypothesis which establishes that regression coefficients in a structural model (g and b according to LISREL notation) are the same in the two groups (Iglesias and Vázquez, 2001). In this second stage and thanks to the Lagrange multiplier test (Imtest), significant differences can be observed between the parameters for both subsamples.…”

Section: Discussion and Implications Of The Structural Modelmentioning

confidence: 99%

Logistics service quality: a new way to loyalty

Saura

Francés

Contrí

et al. 2008

Industrial Management &Amp; Data Systems

168

111

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Purpose -Now-a-days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service delivery context, with the purpose of considering the role of information and communication technologies (ICT) in this chain of effects. Design/methodology/approach -After reviewing the different approaches given by the literature, SEM analysis is used to contrast the hypotheses for the analyzed constructs in the presence of high/low ICT level. A questionnaire based on personal survey was conducted among manufacturers. The study collected data from 194 companies. Structural equation modeling was applied to these data to test relationships among the variables in the study. Findings -The reliability and validity tests show satisfactory results. The conclusions confirm this chain of consequences, and emphasize the incidence of ICT in the description and intensity of these relations. Research limitations/implications -As non-probabilistic sampling methods have been used, in subsequent research, it would be useful to obtain a more representative population sample. In future, works relations between the variables proposed would be analyzed contemplating the sectoral nature of the sample, accepting that relationship intensity may be modified according to the company's sector of activity. Originality/value -This paper describes a framework to explore the relationships between service quality, customer satisfaction and loyalty in the supply chain from the perspective of ICT. IntroductionThe inclusion of concepts such as service quality and relationship marketing has significantly changed both the academic study and business practice of logistics. Logistics has traditionally been considered necessary for connecting production and consumption. From this perspective, a company's logistics function was seen only as a generator of costs with no capacity for differentiation (Ballou, 2004). This began to change in the mid-1990s as logistics research based on marketing principles began to analyze the capacity of logistics to deliver quality and thus generate greater customer satisfaction and loyalty Richey et al., 2007). The logistics industry today is a classical example of service-based industry development (Chapman et al., 2003) and more in-depth studies of logistics are needed from the perspective of supply channel relationships (Lambert et al., 2004; Murphy, 2004, 2005;Foggin et al., 2004). In addition, the generalized use of information and communication technologies (ICT) has brought far reaching transformations to different business areas and logistics is no exception. Stock and order management, warehousing and transport are logistics activities which can benefit from the new opportunities offered by the technologies to organize new forms of supply chain relationships. Given the relatively recent application of ICT to logistics man...

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Section: Discussion and Implications Of The Structural Modelmentioning

confidence: 99%

Logistics service quality: a new way to loyalty

Saura

Francés

Contrí

et al. 2008

Industrial Management &Amp; Data Systems

168

111

View full text Add to dashboard Cite

show abstract

“…Satisfaction and loyalty was measured by a single item. In order to included a single item in the structural model we fixed its error variance to 0.20 times the variance of the item, so that we assumed that its reliability was 0.80 (Iglesias and Vázquez, 2001).…”

Section: Structural Model Analysismentioning

confidence: 99%

Perceived e‐service quality (PeSQ)

Cristóbal

Flavián

Guinalíu

2007

Managing Service Quality: An International Journal

577

154

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“…Con el fin de comprobar si existen diferencias significativas entre las estimaciones de los parámetros causales, volvimos a estimar el modelo planteado, introduciendo la restricción como hipótesis nula que establece que los coeficientes de regresión en el modelo estructural son iguales en los dos grupos (Iglesias y Vázquez, 2001). En esta segunda etapa, y gracias a la prueba del multiplicador de Lagrange (lmtest), se pueden observar diferencias significativas entre los parámetros de ambas submuestras.…”

Section: Resultados Del Análisis Multimuestraunclassified

Causes and consequences of consumer dissatisfaction with external attributions

Velázquez

Blasco

2011

cuadernosgestion

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Resumen:Este trabajo aborda el estudio de la formación de la insatisfacción, desde la perspectiva cognitiva y afectiva, y de sus consecuencias en forma de Palabras clave:Insatisfacción, desconfirmación, afectos y comportamiento de queja. Abstract:This paper deals with the process of how consumer dissatisfaction is formed, both from a cognitive and an affective perspective, and also with how it translates into complaint behavior intentions. Our main objective is, on 1 Este estudio ha sido realizado con el apoyo financiero prestado por el proyecto I+D del Plan Nacional SEJ2007-66054/ECON.

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The moderating effects of exclusive dealing agreements on distributor satisfaction

Cited by 15 publications

References 0 publications

Logistics service quality: a new way to loyalty

Logistics service quality: a new way to loyalty

Perceived e‐service quality (PeSQ)

Causes and consequences of consumer dissatisfaction with external attributions

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