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题名: Effects of switching costs on customer loyalty in the liner shipping industry
作者: Shih-Liang Chao;Bo-Chuan Chen
贡献者: 國立臺灣海洋大學:航運管理學系
关键词: liner shipping;switching costsmeditation effect;structural equation modelling
日期: 2015-09
上传时间: 2017-01-05T08:09:00Z
出版者: Maritime Economics & Logistics
摘要: Abstract
In the liner shipping industry, controlling switching costs (SCs) is an important strategy for maintaining customer loyalty (CL). This study proposes a research model comprising four constructs and six hypotheses to examine how SCs helps prevent customers from switching their freight loads from one carrier to the other. Moreover, a sub-model is also proposed and tested by two sample sets, separated by the degree of customer satisfaction to further identify relationships between perceived service quality (PSQ), SCs and CL. This study confirms the existence of a mediation effect of SC between PSQ and CL in the liner shipping industry.

關聯: 17(3), pp.341-358
显示于类别:[航運管理學系] 期刊論文


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