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Social and environmental responsibility, service quality, corporate image and loyalty in logistics services

机译：社会和环境责任，服务质量，企业形象和对物流服务的忠诚度

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This paper examines the impacts of service performance, corporate image and corporate social responsibility on customer loyalty in the logistics service context. The research is based on structural equation modelling applied to empirical data with 235 responses. The study confirms the fundamental importance of service performance on buyer's loyalty in logistics outsourcing relationships. It has a direct impact on loyalty as well as an indirect impact through corporate image. Corporate social responsibility, by contrast, only affects loyalty indirectly through corporate image. While statistically significant, the mediated impact of corporate social responsibility on loyalty is considerably weaker than is the impact of service performance. The impact of corporate image on loyalty is equally strong as the impact of service performance.
机译：本文考察了物流服务环境下服务绩效，企业形象和企业社会责任对客户忠诚度的影响。该研究基于结构方程模型，该模型应用于具有235个响应的经验数据。该研究证实了服务绩效对物流外包关系中买方忠诚度的根本重要性。它对忠诚度有直接影响，也可以通过公司形象产生间接影响。相比之下，企业社会责任仅通过企业形象间接影响忠诚度。尽管具有统计意义，但企业社会责任对忠诚度的中介影响要比服务绩效的影响要弱得多。企业形象对忠诚度的影响与服务绩效的影响同样强烈。

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