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Article
Publication date: 11 June 2018

Shihyu Chou, Chi-Wen Chen and Ya-Ting Kuo

The purpose of this paper is to examine the relationship between competitive capabilities, including flexibility and collaboration between logistics service providers…

Abstract

Purpose

The purpose of this paper is to examine the relationship between competitive capabilities, including flexibility and collaboration between logistics service providers (LSPs) and their customers, and relationship quality, as measured by trust, dependence and commitment.

Design/methodology/approach

A total of 309 logistics managers were invited to participate in this study and structural equation modeling was performed to analyze the measurement and structural models.

Findings

The results show that both flexibility and collaboration positively influence trust and dependence. Moreover, dependence does not appear to influence commitment. Finally, the authors hypothesize and find that trust plays an important role in the research model and positively increase commitment.

Research limitations/implications

The main limitation of this study is that this study used a cross-sectional survey approach to collect data on all research variables. Compared with longitudinal data, cross-sectional data might not be able to demonstrate completely the temporal sequence of the antecedents and consequences, which might result in spurious cause-effect inferences.

Practical implications

The findings offer several important implications for LSPs. First, the findings imply that LSPs need to make their customers want to share useful information related to operations and logistics. Second, flexibility plays an important role in forming customers’ trust in logistics service industry.

Originality/value

Little research has been done on combining a resource-based view (RBV) and relationship marketing (RM) together in logistics service context. Therefore, this study advances the RBV and RM and adds value to the literature by demonstrating the applicability of the observed relationships among LSPs.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 3
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 4 June 2018

Shihyu Chou and Chi-Wen Chen

The purpose of this study is to develop and examine an integrated mediating model that contains relationship benefits as the relationship antecedents; trust, relationship…

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1871

Abstract

Purpose

The purpose of this study is to develop and examine an integrated mediating model that contains relationship benefits as the relationship antecedents; trust, relationship commitment and gratitude as mediators; and repurchase intention as the relationship consequence in a service business context.

Design/methodology/approach

The study recruited 253 respondents to test the proposed model. A partial-least-square-based structural equation modeling was adopted to evaluate the measurement of research constructs and test the research hypotheses that underpinned a proposed conceptual model.

Findings

The results show that confidence benefits increase trust more than social and special treatment benefits; social benefits have the most influence on relationship commitment; and special treatment benefits most greatly enhance feelings of gratitude. Thus, depending on the improvement objectives, marketers can accordingly choose the proper relationship benefits as a primary approach. Furthermore, both the direct and indirect effects of confidence benefits and social benefits on repurchase intention were significant.

Research limitations/implications

The main limitation of this study is that all research variables were measured at a static point rather than as they were developing. Ignorance of the temporal sequence may incur the concern of possible spurious causal relationship inferences.

Practical implications

The study’s findings offer several important implications for service providers, which, in this study, were separated into high (e.g. such as hairdressing, beauty and massage) and low personal contact service groups (e.g. telecommunications and equipment maintenance). First, social benefits are more effective at increasing gratitude in the low personal contact service group, and at boosting trust in the high-contact group. Second, special treatment benefits increase gratitude much more in the high-contact group than in the low personal contact group. Third, gratitude has a much stronger effect on repurchase intention in the high personal contact group than in the low-contact group.

Originality/value

The interactions among relationship benefits, mediators (i.e. trust and relationship commitment) and outcomes remain unclear. Although the importance of gratitude as a mediator in relationship marketing (RM) has been shown, little research has examined how relational benefits influence repurchase intention through the combined mediating effects of commitment, trust and gratitude. Therefore, this study advances RM theory by examining the degree of additional explaining power that gratitude contributes to the commitment–trust model. The study also makes a practical contribution by building a research model to understand the nature of mediating roles played by relationship commitment, trust and gratitude in the service industry.

Details

Journal of Business & Industrial Marketing, vol. 33 no. 5
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 5 June 2007

Jui‐Lin Wang, Chien‐Ta Ho, Chin‐Shien Lin and Shihyu Chou

This research, based on the idea of contingency fit, attempts to construct a strategic selection system to select the best fit competency of channel strategic selection by…

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1366

Abstract

Purpose

This research, based on the idea of contingency fit, attempts to construct a strategic selection system to select the best fit competency of channel strategic selection by using neuro‐fuzzy technique.

Design/methodology/approach

Neuro‐fuzzy technique is used.

Findings

In addition to, providing a concrete bilateral solution to select the right and better fit competency of channel strategy and giving an alternative way to explain fit, this strategic selection system can also be used as a competency diagnosis system for channel members in the supply chain organization, providing clues for further channel performance promotion and channel modernization.

Originality/value

Through the literature and construction of strategy channel satisfaction model (SCSM) concepts and ideas, an empirical study of the Asian Commerce Community meet distribution channel relationships will pose an Asian developed channel modernization perspective of SCSM to discuss the critical marketing strategy selection for the traditional orient “commercial channel”.

Details

Benchmarking: An International Journal, vol. 14 no. 3
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 3 August 2015

Shihyu Chou, Chi-Wen Chen and Jiun-You Lin

As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online…

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6063

Abstract

Purpose

As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online store becomes very pivotal. Yet, despite its importance, little research has been done on this issue. The purpose of this paper is to focus on female online clothing shoppers and aim to examine the mediators of e-loyalty in the context of online clothing stores: e-satisfaction and e-trust.

Design/methodology/approach

A total of 482 subjects who are female and have online clothing store shopping experience in Taiwan were obtained and structural equation modeling was performed to analyze the measurement and structural models.

Findings

The results show that both perceived online privacy and security are positively associated with e-trust, whereas web design is not. Furthermore, perceived delivery time and web site design are positively associated with e-satisfaction. Both e-trust and e-satisfaction in turn positively influence e-loyalty for female online clothing shoppers.

Research limitations/implications

On the basis of the literature review, there is a lack of theoretical knowledge of the relationships between e-loyalty, e-satisfaction, and e-trust among female online clothing shoppers. The research fulfills this important theoretical gap by extending prior studies on e-loyalty to further examine the factors that form e-satisfaction and e-trust, and how they, as mediators, influence the development of female customers’ e-loyalty in the context of online clothing stores. The result provides a model that contributes to understanding the formation of female customers’ e-loyalty.

Practical implications

The results of this study are helpful to online store managers in increasing their customers’ loyalty. Specifically, online clothing store managers have to create quick item delivery methods and friendly online shopping web sites that provide all necessary information and are easy to navigate and use so as to increase customers’ e-satisfaction. They also need to establish reliable and trustworthy web sites by letting their customers easily perceive the web sites’ privacy and security features to enhance customers’ e-trust. As e-satisfaction and e-trust increase, e-loyalty is fostered.

Originality/value

The contributions of this study are threefold. First, this study focusses on an important but previously neglected group in the context of online clothing stores: female online clothing shoppers. Second, the authors’ investigation extends the literature on e-loyalty by identifying important mediators (e-satisfaction and e-trust) and probing into their relationships to e-loyalty in the context of online clothing stores. Third, the findings contribute to academia and to future research by increasing understandings of the importance of the concerns and experiences of female online clothing shoppers and by suggesting that future research pay more attention to female online shoppers.

Details

Internet Research, vol. 25 no. 4
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 7 January 2019

Abdel Hafiez Ali Hasaballah, Omer Faruk Genc, Osman Bin Mohamad and Zafar U. Ahmed

The purpose of this paper is to analyze the influences of relational variables on export performance and the interactions among relational variables in the emerging market…

Abstract

Purpose

The purpose of this paper is to analyze the influences of relational variables on export performance and the interactions among relational variables in the emerging market context of Malaysia.

Design/methodology/approach

The study used a mail questionnaire sent to Malaysian companies that export to Arab-speaking countries and achieved a response rate of 27.92 percent, resulting in a sample of 106 exporters.

Findings

The results of the path analyses indicate a positive impact of relational variables (adaptation, cooperation and communication) on export performance. However, the authors found that the impact was mediated by trust and commitment, rather than being direct.

Research limitations/implications

The findings suggest that the impact of relational variables on export performance is complex and indirect. Mediators and moderators play important roles in this relationship.

Practical implications

Firms should invest in export relationships with the aim of building trust and commitment, which are the primary factors that affect export performance.

Originality/value

The authors have shed light on the way relational variables affect export performance. Moreover, this study contributes to a better understanding of small emerging markets, which are poorly represented in studies in this field.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 31 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

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