Research on the Impact of Sustainable Logistics Service Quality on Consumers’ Cross Buying

Xiao-Hui Li () and Zhi-Tao Chen ()
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Xiao-Hui Li: Macau University of Science and Technology, School of Business
Zhi-Tao Chen: Macau University of Science and Technology, School of Business

A chapter in Proceedings of the 2022 2nd International Conference on Economic Development and Business Culture (ICEDBC 2022), 2022, pp 1471-1476 from Springer

Abstract: Abstract Through the literature, it is found that contemporary enterprises pay more attention to the sustainable, green and environmental protection logistics service quality provided by logistics service providers, and consumers gradually pay attention to this when making cross purchase. When improving the quality of logistics service, the risks and costs will change compared with the past. Therefore, based on the subjective utility theory, this study establishes a model considering consumer satisfaction and perceived uncertainty. Through questionnaire and field research, the data of 398 questionnaires were analyzed by SPSS and Amos. The results show that perceived uncertainty negatively regulates the relationship between customer satisfaction and cross purchase; Cross purchase is positively affected by sustainable logistics service quality and customer satisfaction. This study confirms the previous research on supplier customer relationship cooperation, which is beneficial to both sides and provides a reference for businesses to improve consumers’ cross purchase behavior in the future.

Keywords: Sustainable Logistics service Quality; Customer satisfaction; Perceived uncertainty; Cross buying (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-036-7_218

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DOI: 10.2991/978-94-6463-036-7_218

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