Mediating effects of service recovery on liner shipping users

Offering appropriate service recovery is important for service providers to retain their existing customers. Given that service failures are both common and inevitable when using liner shipping services, in this study, a model was established by which to examine the impact of service recovery on customer loyalty. An empirical questionnaire survey was conducted, and structural equation modeling (SEM) was applied to test the hypotheses proposed in this study. The results showed there to be a significant positive impact from service recovery on the customer loyalty of liner shipping users, which was found to be mediated via customer satisfaction and satisfaction after recovery.

• Record URL:
  https://doi.org/10.1016/j.tranpol.2018.12.016
• Record URL:
  http://www.sciencedirect.com/science/article/pii/S0967070X17308363
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/oclc/29485010
• Supplemental Notes:
  • © 2019 Published by Elsevier Ltd. Abstract reprinted with permission of Elsevier.
• Authors:
  • Chao, Shih-Liang
  • Lin, Ru-Yan
  • Sun, Yu-Han
• Publication Date: 2019-12

Language

• English

Media Info

• Media Type: Web
• Features: Figures; References; Tables;
• Pagination: pp 40-49
• Serial:
  • Transport Policy
  • Volume: 84
  • Issue Number: 0
  • Publisher: Elsevier
  • ISSN: 0967-070X
  • Serial URL: http://www.elsevier.com/locate/issn/096707X

Subject/Index Terms

• TRT Terms: Customer satisfaction; Liner shipping; Quality of service; Structural equation modeling
• Uncontrolled Terms: Customer loyalty
• Subject Areas: Freight Transportation; Marine Transportation; Planning and Forecasting;

Filing Info

• Accession Number: 01696509
• Record Type: Publication
• Files: TRIS
• Created Date: Feb 27 2019 9:40AM