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Trans. Planning Journal
| Title | The Effects of Customer Relationship Management on Customer Loyalty for the Science Park Logistics Service Providers |
|---|---|
| Author | Hsiang-Sheng Lin and Yu-Lin Fu |
| Summary | Facing the intense competition of the global high-tech industry, manufacturers of Science Park have to rely on professional service offered by the Science Park logistics service providers to keep their competitive advantages in the global supply chain. Meanwhile logistics operators’ service capabilities also affect its long term partnership with manufacturers of Science Park. Since customer relationship management (CRM) had become an important research topic in the academia, and valued by enterprises, this research used structural equation modeling (SEM) to explore the relationship between CRM, logistic service quality, and customer loyalty for the logistics industry. The results show that CRM really has positive influences on logistics service quality and customer loyalty, and the determinant of customer loyalty will differ from industry and customer features, the high-tech manufacturers with smaller growth and turnover, less product volume, and shorter communicating times will be able to enhance the customer loyalty from CRM. This research not only presents practical implications for Science Park logistics operators to build their CRM models, but provides the guiding principles to strengthen their relationship with customers. |
| Vol. | 38 |
| No. | 1 |
| Page | 1 |
| Year | 2009 |
| Month | 4 |
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