You're driving me crazy! : how emotions elicited by negative driver behaviors impact customer outcomes in last mile delivery
Year of publication: |
2023
|
---|---|
Authors: | Masorgo, Nicolò ; Mir, Saif ; Hofer, Adriana Rossiter |
Published in: |
Journal of business logistics. - Hoboken, NJ [u.a.] : Wiley-Blackwell, ISSN 2158-1592, ZDB-ID 2068494-0. - Vol. 44.2023, 4, p. 666-692
|
Subject: | driver affiliation | emotions | last-mile delivery | logistics service quality | vignette experiment | Emotion | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Logistikdienstleister | Logistics provider | Logistik | Logistics |
-
Soh, Keng Lin, (2015)
-
Investigating logistics service quality in omni-channel retailing
Murfield, Monique L. Ueltschy, (2017)
-
Do, Quynh Huong, (2023)
- More ...
-
Russo, Ivan, (2022)
-
What should you be talking about? The communication pathway to sustainable supply chain contagion
Mir, Saif, (2021)
-
Mending fences in a buyer–supplier relationship : The role of justice in relationship restoration
Mir, Saif, (2021)
- More ...