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• W137443091 abstract "The quality of physical distribution could be a source of differentiation and, consequently, provide a competitive advantage for the retailer. There is no consensus in the literature, however, on the components of logistics service quality, nor on the role of the retailer's investment in technology. In this context, the present paper aims at evaluating the major components of logistics service quality and technological investment, as well as analysing their impact on the results achieved by the store in terms of satisfaction and customer loyalty in different retailing sectors. As a result, we conclude that there is a need for the retailer to plan investment in technology applied to logistics in order to achieve high levels of logistics service quality through reliability and empathy, as well as customer satisfaction and loyalty. There are, however, significant differences in the importance of these variables across retail sectors." @default.
• W137443091 created "2016-06-24" @default.
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• W137443091 date "2009-01-01" @default.
• W137443091 modified "2023-09-27" @default.
• W137443091 title "Logistics Service Quality and Technology Investment in Retailing" @default.
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• W137443091 doi "https://doi.org/10.1007/978-3-8349-8203-2_4" @default.
• W137443091 hasPublicationYear "2009" @default.
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