In recent years, researchers have centered on testing the synchronized interrelationships between a group of identified service determinants and behavioral intentions. This paper aims to examine service encounters between retail managers and logistics providers and contributes to testing the correctness of Cronin et al.'s (2000) model in the case of logistics service in Taiwan. Based on a sample of 460 managers, a two-step structural equation modeling procedure is applied to perform an empirical test of Cronin et al.'s (2000) comprehensive model, which simultaneously considers both direct and indirect effects of the four determinants: service quality, service value, service sacrifice, and customer satisfaction, on behavioral intentions. The testing results show that service value and customer satisfaction are directly related to behavioral consequences. Service quality and service value lead indirectly to behavioral intentions through customer satisfaction. An additional test supports the direct link of service quality on service sacrifice. However, it is not significant for the direct relationship between service quality and behavioral intentions.
|Number of pages||12|
|Journal||Asia Pacific Management Review|
|Publication status||Published - 2010 Sep 1|
All Science Journal Classification (ASJC) codes
- Business and International Management
- Strategy and Management