CUSTOMER LOYALTY IN LOGISTICS OUTSOURCING RELATIONSHIPS: AN EXAMINATION OF THE MODERATING EFFECTS OF CONFLICT FREQUENCY

This research examines the moderating effect of conflict frequency on the satisfaction-loyalty linkage in logistics outsourcing relationships. The findings suggest service satisfaction to be the primary driver of loyalty in smoothly running relationships. However, relational satisfaction takes a leading role in high conflict relationships. As turbulence increases in these important logistics service relationships, the quality of the interaction becomes a critical consideration.

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