Creating consumer durable retailer customer loyalty through order fulfillment service operations

Content Provider	Semantic Scholar
Author	Davis-Sramek, Beth Mentzer, John T. Stank, Theodore P.
Copyright Year	2008
Abstract	Manufacturers nowfindthemselvesintheposition offindingnew waystoremain competitive intheera ofretail power.The onus rests on the manufacturer's ability to implement operational strategies that help the retailer achieve its objectives. Specifically, manufacturers that establish successful order fulfillment service can affect retailer loyalty. The overarching goal of this research, therefore, is to examine the importance to operations managers of understanding the order fulfillment needs and expectations of their retail customers and to establish the value-added role that operations management plays in developing retailer loyalty. Empirical evidence is provided on the relationships between relational order fulfillment service, operational order fulfillment service, satisfaction, affective commitment, purchase behavior, and loyalty. Such evidence not only focuses on the strategic importance of the OM discipline in manufacturer‐retailer relationships, but also extends previous OM theory by taking a more complex view of the loyalty phenomenon. Published by Elsevier B.V.
Starting Page	781
Ending Page	797
Page Count	17
File Format	PDF HTM / HTML
DOI	10.1016/j.jom.2007.07.001
Volume Number	26
Alternate Webpage(s)	https://gsom.spbu.ru/files/creating_consumer_durable_retailer_customer_loyalty_through_order_fulfillment_service_operations.pdf
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article