Article ID Journal Published Year Pages File Type
5110379 Transportation Research Part E: Logistics and Transportation Review 2017 16 Pages PDF
Abstract
This study segments container shipping market by analyzing the relationships between service attributes and likelihood of customer retention for the container shipping industry and find: (1) service quality, as a partitioned variable, separates the overall model into five sub-models having different functional relationships, (2) the attributes of price and discount, personal selling and customer relationship have significant impact on likelihood of customer retention, (3) satisfactory price and discounts are a necessary attribute to support the likelihood of customer retention, and (4) satisfactory personal selling is the most important attribute for increasing the likelihood of customer retention.
Related Topics
Social Sciences and Humanities Business, Management and Accounting Business and International Management
Authors
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