1,235
Views
2
CrossRef citations to date
0
Altmetric
Research Article

Gaining Customer Loyalty with Tracking Information Quality in B2B Logistics

ORCID Icon, ORCID Icon, ORCID Icon & ORCID Icon

References

  • Aiken, L.S.; and West, S.G. Multiple Regression: Testing and Interpreting Interaction. Thousand Oaks, CA: Sage Publications, Inc, 1991.
  • Ambra, T.; Caris, A.; and Macharis, C. Towards freight transport system unification: Reviewing and combining the advancements in the physical internet and synchromodal transport research. International Journal of Production Research, 57, 6 (2019), 1606-1623.
  • Anderson, E.W.; Fornell, C.; and Lehmann, D.R. Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58, 3 (1994), 53–66.
  • Badinelli, R.; Barile, S.; Ng, I.C.L.; Polese, F.; Saviano, M.a.; and Di Nauta, P. Viable service systems and decision making in service management. Journal of Service Management, 23, 4 (2012), 498–526.
  • Bagozzi, R.P.; Yi, Y.; and Phillips, L.W. Assessing construct validity in organizational research. Administrative Science Quarterly, 36, 3 (1991), 421–458.
  • Ballou, D.; Madnick, S.; and Wang, R. Assuring information quality. Journal of Management Information Systems, 20, 3 (2003), 9–11.
  • Benedettini, O.; and Neely, A. Factors influencing service complexity: The perspective of servitized manufacturers. International Annual European Operations Management Association Conference, Amsterdam, The Netherlands, 2012, pp. 1–5.
  • Bettencourt, L.A.; Lusch, R.F.; and Vargo, S.L. A service lens on value creation: Marketing’s role in achieving strategic advantage. California Management Review, 57, 1 (2014), 44–66.
  • Blau, P.M. Inequality and heterogeneity: A primitive theory of social structure. New York: Free Press, 1977.
  • Blocker, C.P. Modeling customer value perceptions in cross-cultural business markets. Journal of Business Research, 64, 5 (2011), 533–540.
  • Bowman, C.; and Ambrosini, V. Value creation versus value capture: Towards a coherent definition of value in strategy. British Journal of Management, 11, 1 (2000), 1–15.
  • Carte, T.A.; and Russell, C.J. In pursuit of moderation: Nine common errors and their solutions. MIS Quarterly, 27, 3 (2003), 479–501.
  • Cassia, F.; Cobelli, N.; and Ugolini, M. The effects of goods-related and service-related B2B brand images on customer loyalty. Journal of Business & Industrial Marketing, 32, 5 (2017), 722–732.
  • Chandrashekaran, M.; Rotte, K.; Tax, S.S.; and Grewal, R. Satisfaction strength and customer loyalty. Journal of Marketing Research, 44, 1 (2007), 153–163.
  • Chanson, M.; Bogner, A.; Bilgeri, D.; Fleisch, E.; and Wortmann, F. Blockchain for the IoT: Privacy-preserving protection of sensor data. Journal of the Association for Information Systems, 20, 9 (2019), 1271–1307.
  • Chod, J.; Trichakis, N.; Tsoukalas, G.; Aspegren, H.; and Weber, M. On the financing benefits of supply chain transparency and blockchain adoption. Management Science, 66, 10 (2020), 4378–4396.
  • Choi, T.Y.; and Krause, D.R. The supply base and its complexity: Implications for transaction costs, risks, responsiveness, and innovation. Journal of Operations Management, 24, 5 (2006), 637–652.
  • Chopra, S.; Meindl, P.; and Kalra, D.V. Supply chain management: Strategy, planning, and operation. Boston, MA: Pearson, 2013.
  • Craighead, C.W.; Blackhurst, J.; Rungtusanatham, M.J.; and Handfield, R.B. The severity of supply chain disruptions: Design characteristics and mitigation capabilities. Decision Sciences, 38, 1 (2007), 131–156.
  • Cronin, J.J.J.; Brady, M.K.; and Hult, G.T.M. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76, 2 (2000), 193–218.
  • Cumming, G. Inference by eye: Reading the overlap of independent confidence intervals. Statistics in Medicine, 28, 2 (2009), 205–220.
  • Day, G.S. A two-dimensional concept of brand loyalty. In: Mathematical Models in Marketing. Lecture Notes in Economics and Mathematical Systems. Springer. Berlin, Heidelberg, 1976, pp. 89–89.
  • Day, J.M.; Junglas, I.; and Silva, L. Information flow impediments in disaster relief supply chains. Journal of the Association for Information Systems, 10, 8 (2009), 637–660.
  • de Ruyter, K.; and Bloemer, J. Customer loyalty in extended service settings: The interaction between satisfaction, value attainment and positive mood. International Journal of Service Industry Management, 10, 3 (1999), 320–336.
  • Delen, D.; Hardgrave, B.C.; and Sharda, R. RFID for better supply-chain management through enhanced information visibility. Production & Operations Management, 16, 5 (2007), 613–624.
  • DeLone, W.H.; and McLean, E.R. Information systems success: The quest for the dependent variable. Information Systems Research, 3, 1 (1992), 60–95.
  • DeLone, W.H.; and McLean, E.R. The Delone and Mclean model of information systems success: A ten-year update. Journal of Management Information Systems, 19, 4 (2003), 9–30.
  • Dick, A.S.; and Basu, K. Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22, 2 (1994), 99–113.
  • Field, A. Discovering statistics using SPSS: (and sex and drugs and rock ‘n’roll). Thousand Oaks, CA: Sage Publications, London, 2013.
  • Fisher, M.L. What is the right supply chain for your product? Harvard Business Review, 75, March (1997), 105–117.
  • Fornell, C.; and Larcker, D.F. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 1 (1981), 39–50.
  • Fowler Jr, F.J. Survey Research Methods. Thousand Oaks, CA: Sage Publications, 2014.
  • Ganesh, J.; Arnold, M.J.; and Reynolds, K.E. Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing, 64, 3 (2000), 65–87.
  • Geyskens, I.; and Steenkamp, J.-B.E. Economic and social satisfaction: Measurement and relevance to marketing channel relationships. Journal of Retailing, 76, 1 (2000), 11–32.
  • Gong, F.; Nault, B.R.; and Rahman, M.S. Research Note - An internet-enabled move to the market in logistics. Information Systems Research, 27, 2 (2016), 440–452.
  • Gulati, R.; Puranam, P.; and Tushman, M. Meta‐organization design: Rethinking design in interorganizational and community contexts. Strategic Management Journal, 33, 6 (2012), 571–586.
  • Hair, J.F.; Ringle, C.M.; and Sarstedt, M. PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19, 2 (2011), 139–152.
  • Hayes, A.F. Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach. New York: Guilford Press, 2013.
  • Herfindahl, O. Concentration in the US Steel Industry. Columbia University, 1950.
  • Hu, L.; and Bentler, P.M. Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6, 1 (1999), 1–55.
  • Iacobucci, D.; Schneider, M.J.; Popovich, D.L.; and Bakamitsos, G.A. Mean centering helps alleviate “micro” but not “macro” multicollinearity. Behavior Research Methods, 48, 4 (2016), 1308–1317.
  • Ireland, R.D.; and Webb, J.W. International entrepreneurship in emerging economies: A resource-based perspective. In, Cooper, A., Alvarez, S.A., Carrera, A., Mesquita, L., and Vassolo, R. (eds.), Entrepreneurship and Innovation in Emerging Economies. Oxford, U.K.: Blackwell, 2006, pp. 47–69.
  • Ishfaq, R.; and Raja, U. Evaluation of order fulfillment options in retail supply chains. Decision Sciences, 49, 3 (2018), 487–521.
  • Ketokivi, M.; and McIntosh, C.N. Addressing the endogeneity dilemma in operations management research: Theoretical, empirical, and pragmatic considerations. Journal of Operations Management, 52, May (2017), 1–14.
  • Klein, R.; and Rai, A. Interfirm strategic information flows in logistics supply chain relationships. MIS Quarterly, 33, 4 (2009), 735–762.
  • Kreye, M.E.; Roehrich, J.K.; and Lewis, M.A. Servitising manufacturers: The impact of service complexity and contractual and relational capabilities. Production Planning & Control, 26, 14–15 (2015), 1233–1246.
  • Kumar, V.; Dalla Pozza, I.; and Ganesh, J. Revisiting the satisfaction–loyalty relationship: Empirical generalizations and directions for future research. Journal of Retailing, 89, 3 (2013), 246–262.
  • Lam, S.Y.; Shankar, V.; Erramilli, M.K.; and Murthy, B. Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32, 3 (2004), 293–311.
  • Lepak, D.P.; Smith, K.G.; and Taylor, M.S. Introduction to special topic forum: Value creation and value capture: A multilevel perspective. Academy of Management Review, 32, 1 (2007), 180–194.
  • Liang, T.-P.; Kohli, R.; Huang, H.-C.; and Li, Z.-L. What drives the adoption of the blockchain technology? A fit-viability perspective. Journal of Management Information Systems, 38, 2 (2021), 314–337.
  • Luo, X.; and Homburg, C. Neglected outcomes of customer satisfaction. Journal of Marketing, 71, 2 (2007), 133–149.
  • Manuj, I.; Esper, T.L.; and Stank, T.P. Supply chain risk management approaches under different conditions of risk. Journal of Business Logistics, 35, 3 (2014), 241–258.
  • Miles, R.H. Macro Organizational Behavior. Goodyear Pub. Co (Santa Monica, CA)., 1980.
  • Mithas, S.; Krishnan, M.S.; and Fornell, C. Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69, 4 (2005), 201–209.
  • Mithas, S.; Tafti, A.; Bardhan, I.; and Mein Goh, J. Information technology and firm profitability: Mechanisms and empirical evidence. MIS Quarterly, 36, 1 (2012), 205–224.
  • Mollenkopf, D.A.; Frankel, R.; and Russo, I. Creating value through returns management: Exploring the marketing–operations interface. Journal of Operations Management, 29, 5 (2011), 391–403.
  • Moore, G.C.; and Benbasat, I. Development of an instrument to measure the perceptions of adopting an information technology innovation. Information Systems Research, 2, 3 (1991), 192–222.
  • Naumann, E.; Williams, P.; and Khan, M.S. Customer satisfaction and loyalty in B2B services: Directions for future research. The Marketing Review, 9, 4 (2009), 319–333.
  • Palmatier, R.W.; Scheer, L.K.; and Steenkamp, J.-B.E.M. Customer loyalty to whom? Managing the benefits and risks of salesperson-owned loyalty. Journal of Marketing Research, 44, 2 (2007), 185–199.
  • Parasuraman, A.; and Grewal, D. The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28, 1 (2000), 168–174.
  • Patnayakuni, R.; Rai, A.; and Seth, N. Relational antecedents of information flow integration for supply chain coordination. Journal of Management Information Systems, 23, 1 (2006), 13–49.
  • Petersen, K.J. The effect of information quality on supply chain performance: An interorganizational information system perspective. Dissertation, Michigan State University, 2000.
  • Petter, S.; DeLone, W.; and McLean, E. Measuring information systems success: Models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17, 3 (2008), 236–263.
  • Petter, S.; and McLean, E.R. A meta-analytic assessment of the Delone and Mclean IS success model: An examination of IS success at the individual level. Information & Management, 46, 3 (2009), 159–166.
  • Picón, A.; Castro, I.; and Roldán, J.L. The relationship between satisfaction and loyalty: A mediator analysis. Journal of Business Research, 67, 5 (2014), 746–751.
  • Podsakoff, P.M.; MacKenzie, S.B.; and Podsakoff, N.P. Sources of method bias in social science research and recommendations on how to control it. Annual Review of Psychology, 63, Jan. (2012), 539–569.
  • Prahalad, C.K.; and Ramaswamy, V. Co-opting customer competence. Harvard Business Review, 78, 1 (2000), 79–88.
  • Preacher, K.J.; Rucker, D.D.; and Hayes, A.F. Addressing moderated mediation hypotheses: Theory, methods, and prescriptions. Multivariate Behavioral Research, 42, 1 (2007), 185–227.
  • Rai, A.; and Howard, G.S. Propogating case usage for software development: An empirical investigation of key organizational correlates. OMEGA International Journal of Management Science, 22, 2 (1994), 133–147.
  • Rai, A.; Lang, S.S.; and Welker, R.B. Assessing the validity of IS success models: An empirical test and theoretical analysis. Information Systems Research, 13, 1 (2002), 50–69.
  • Rai, A.; Pavlou, P.A.; Im, G.; and Du, S. Interfirm it capability profiles and communications for cocreating relational value: Evidence from the logistics industry. MIS Quarterly, 36, 1 (2012), 233–262.
  • Rai, A.; and Tang, X. Leveraging IT capabilities and competitive process capabilities for the management of interorganizational relationship portfolios. Information Systems Research, 21, 3 (2010), 516–542.
  • Rauyruen, P.; and Miller, K.E. Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60, 1 (2007), 21–31.
  • Reed, R.; and DeFillippi, R.J. Causal ambiguity, barriers to imitation, and sustainable competitive advantage. Academy of Management Review, 15, 1 (1990), 88–102.
  • Reichheld, F.F.; and Teal, T. The loyalty effect: The hidden force behind growth. Profits, and Lasting Value. Boston, MA: Harvard Business School Press, 1996.
  • Rossi, P.E. Even the rich can make themselves poor: A critical examination of IV methods in marketing applications. Marketing Science, 33, 5 (2014), 655–672.
  • Russo, I.; and Confente, I. Customer Loyalty and Supply Chain Management: Business-to-Business Customer Loyalty Analysis. London: Routledge, 2017.
  • Russo, I.; Confente, I.; Gligor, D.M.; and Autry, C.W. To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context? Journal of Business Research, 69, 2 (2016), 888–896.
  • Sarker, S.; Henningsson, S.; Jensen, T.; and Hedman, J. The use of blockchain as a resource for combating corruption in global shipping: An interpretive case study. Journal of Management Information Systems, 38, 2 (2021), 338–373.
  • SelectUSA. Logistics and transportation spotlight. https://www.selectusa.gov/logistics-and-transportation-industry-united-states (accessed on January 20, 2022).
  • Setia, P.; Venkatesh, V.; and Joglekar, S. Leveraging digital technologies: How information quality leads to localized capabilities and customer service performance. MIS Quarterly, 37, 2 (2013), 565–590.
  • Shang, G.; Pekgün, P.; Ferguson, M.; and Galbreth, M. How much do online consumers really value free product returns? Evidence from eBay. Journal of Operations Management, 53(2017), 45–62.
  • Shen, Z.M.; and Sun, Y. Strengthening supply chain resilience during Covid‐19: A case study of JD. com. Journal of Operations Management (2021) https://doi.org/10.1002/joom.1161.
  • Song, P.; Xue, L.; Rai, A.; and Zhang, C. The ecosystem of software platform: A study of asymmetric cross-side network effects and platform governance. MIS Quarterly, 42, 1 (2018), 121–A126.
  • Steinfield, C.; Markus, M.L.; and Wigand, R.T. Through a glass clearly: Standards, architecture, and process transparency in global supply chains. Journal of Management Information Systems, 28, 2 (2011), 75–108.
  • Tipping, A.; and Kauschke, P. Shifting Patterns: The Future of the Logistics Industry. Phoenix, AZ: PriceWaterhouseCoopers, 2016.
  • Vargo, S.L.; and Lusch, R.F. Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1 (2004), 1–17.
  • Wallenburg, C.M. Innovation in logistics outsourcing relationships: Proactive improvement by logistics service providers as a driver of customer loyalty. Journal of Supply Chain Management, 45, 2 (2009), 75–93.
  • Webber, A.E. B2B Customer Experience Priorities in an Economic Downturn: Key Customer Usability Initiatives in a Soft Economy. Forrester Research, Inc., 2008.
  • Whipple, J.M.; Frankel, R.; and Daugherty, P.J. Information support for alliances: Performance implications. Journal of Business Logistics, 23, 2 (2002), 67–82.
  • Wixom, B.H.; and Todd, P.A. A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16, 1 (2005), 85–102.
  • Wong, C.W.Y.; Lai, K.-h.; and Cheng, T.C.E. Value of information integration to supply chain management: Roles of internal and external contingencies. Journal of Management Information Systems, 28, 3 (2011), 161–200.
  • Yen, H.R.; Hu, P.J.-H.; Hsu, S.H.-Y.; and Li, E.Y. A multilevel approach to examine employees’ loyal use of ERP systems in organizations. Journal of Management Information Systems, 32, 4 (2015), 144–178.
  • Yu, T.; and Dean, A. The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12, 3 (2001), 234–250.
  • Zeithaml, V.A.; Parasuraman, A.; and Malhotra, A. Service quality delivery through web sites: A critical review of extant knowledge. Academy of Marketing Science Journal, 30, 4 (2002), 362–375.
  • Zhao, K.; Zuo, Z.; and Blackhurst, J.V. Modelling supply chain adaptation for disruptions: An empirically grounded complex adaptive systems approach. Journal of Operations Management, 65, 2 (2019), 190–212.
  • Zhao, X.; Lynch, J.G.J.; and Chen, Q. Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37, August (2010), 197–206.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.