Logistics outsourcing performance and loyalty behavior

Carl Marcus Wallenburg (School of Economics and Management, Technische Universität Berlin, Berlin, Germany)
David L. Cahill (Fisher College of Business, The Ohio State University, Columbus, Ohio, USA Picjay.com Europe GMBH & Co. KG, Hamburg, Germany)
Thomas J. Goldsby (Gatton College of Business and Economics, University of Kentucky, Lexington, Kentucky, USA)
A. Michael Knemeyer (Fisher College of Business, The Ohio State University, Columbus, Ohio, USA)

International Journal of Physical Distribution & Logistics Management

ISSN: 0960-0035

Publication date: 10 August 2010

Abstract

Purpose

The purpose of this paper is to examine how goal achievement and goal exceedance influence the aspects of loyalty in logistics outsourcing relationships. Specifically, it aims to develop and test a model of customer loyalty across two cultures to determine if dedicated strategies for building loyalty are required.

Design/methodology/approach

This effort develops a conceptual model that provides a better understanding of the relationship between two dimensions of logistics outsourcing performance (goal achievement and goal exceedance) to loyalty across cultures. The model is then tested using structural equation modeling along with multi‐group analysis.

Findings

The findings indicate that goal achievement strongly influences the loyalty aspects of retention and referrals, but not extension. Meanwhile, all three dimensions of loyalty were influenced by goal exceedance of the logistics provider. Further, goal achievement was found to have a stronger effect on retention only, with goal exceedance demonstrating a stronger influence on extension and referrals. In addition, cultural differences in the model were identified.

Research limitations/implications

Future research should examine more transactional settings as well as other potential moderators that may be consequential to the examination of loyalty formation.

Practical implications

The findings suggest that logistics service providers (LSPs) need to have an appreciation for the differences between goal achievement and goal exceedance as it relates to loyalty formation. In addition, LSPs need to adapt their performance goals based on cultural differences that may exist across their markets.

Originality/value

The close examination of the two dimensions of outsourcing performance on three aspects of loyalty behavior builds on the extant literature. The examination across the two national settings provides yet another contribution of the study.

Keywords

Citation

Marcus Wallenburg, C., Cahill, D., Goldsby, T. and Knemeyer, A. (2010), "Logistics outsourcing performance and loyalty behavior", International Journal of Physical Distribution & Logistics Management, Vol. 40 No. 7, pp. 579-602. https://doi.org/10.1108/09600031011072019

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

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