Antecedents of Reputation Leading to Customer Loyalty in Third-Party Logistics
Abstract
The need to gain a competitive advantage means that many companies have outsourced noncore activities and directed their energy toward core activities that bring value to the company. Therefore, the reputation of a third-party logistics (3PL) provider is crucial for 3PL customers. This study focused on 3PL in the UK context and investigated the antecedents of reputation leading to customer loyalty. The recognized antecedents of a firm’s reputation are service quality, competence, and relationship duration. The consequences of reputation are referent power, trust, perceived power, customer satisfaction, and customer loyalty. An analysis of questionnaire responses from 3PL customers (N=331) revealed that service quality, competence, and relationship duration had significant positive relationships with reputation. Service quality and competence also had significant positive relationships with service duration, and we observed a positive correlation between competence and service quality. Reputation also had significant positive relationships with the consequences of reputation (i.e., trust, referent power, customer satisfaction and customer loyalty). In contrast, reputation and perceived power were negatively correlated. Trust, customer satisfaction, and referent power were significantly positively related to customer loyalty, whereas perceived risk and customer loyalty were negatively correlated. This work is regarded by the authors as a somewhat novel research paper because the subject of the research suffers from a genuine paucity of serious coverage in the literature. The purpose of the work is to establish the importance of the client’s perception of engaging with 3PL arrangements and how companies using outsourcing to 3PL firms can reduce the risks and maximize the benefits of such arrangements to their organizations and to their customers who receive the 3PL service.
Keywords: reputation, service quality, relationship duration, competence, referent power, trust, perceived power, third-party logistics, customer satisfaction, customer loyalty.
https://doi.org/10.55463/issn.1674-2974.52.1.13
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