摘要：The quality of the physical distribution might be a source of differentiation and, consequently, might provide a competitive advantage for the retailer. However, there is neither a consensus in the literature about the components of logistics service quality nor on the role of the retailer’s intensity of use of the technology. In this context, this paper aims at identifying the major components of logistics service quality and technological intensity, as well as to analyse their impact on the results of the store in terms of satisfaction and customer loyalty in different retailing activities.
其他摘要：The quality of the physical distribution might be a source of differentiation and, consequently, might provide a competitive advantage for the retailer. However, there is neither a consensus in the literature about the components of logistics service quality nor on the role of the retailer’s intensity of use of the technology. In this context, this paper aims at identifying the major components of logistics service quality and technological intensity, as well as to analyse their impact on the results of the store in terms of satisfaction and customer loyalty in different retailing activities.
