171
Append XI Previous Related Studies
1 2 3 4
Researcher Kai Chieh HU Assistant
Professor Department of
Business Administration
Soochow University Taipei
Taiwan
William JEN Professor
Department of Transportation
Technology and Management
National Chiao Tung University
Hsinchu Taiwan
Eugene W Anderson Claes
Fornell amp Roland T Rust
School of Business
Administration The University
Michigan Ann Arbor
Michigan 48109-1234
Owen Graduate School of
Management Vanderbilt
University Nashville
Tennessee 37203
Hudson Moloto Maila Public
Management University of South
Africa
Adams B Steven Yan Dong
Martin Dresner Robert H
Smith School of Business
University of Maryland
College Park MD 20742
Study Exploring the Antecedents of
Satisfaction and Loyalty for
Freight Shipping Industry in
Taiwan From the Viewpoint of
Business Customers
To investigate whether there are
conditions under which there
are tradeoffs between customer
satisfaction and firm
productivity
Performance management and
service delivery in the Department
of water affairs and forestry
(DWAF)
Investigate the linkages
between customer service
customer satisfaction and firm
performance in the US airline
industry
Year 2010 1994 2006 2012
Objective Establish the effects of service
quality and relational
performance on customer
satisfaction and loyalty in a
business-to-business context
Establish the links between
customer satisfaction and
productivity
Establish the role of performance
management as a pre-condition for
organizational performance and
improved public service delivery
To investigate moderating
variables that may influence the
linkage between customer
satisfaction and performance
notably market power and
market concentration
Methodolo
gy
Adopted business customers
of freight shipping companies
in Taiwan as its sample
Collected data via a self-
administered questionnaire
Structural equation modeling
was used to verify the fitness of
Used measures of customer
satisfaction provided by the
Swedish Customer Satisfaction
Barometer from 1989 to
1992Tradeoffs hypothesis was
tested using a statistical model
Used a series of methodological
Researcher used empirical data such
as the departmental strategic plan
and the annual report official and
unofficial documents in the
department articles as well as
newspaper reports in order to do
content analysis The information
Used a model that first
estimates complaints and then
the estimated value for
complaints is used in the second
equation in a two stage least
square (2SLS) methodology
that corrects for the
172
the theoretical model and the
causal relationships and inputs
among variables
approaches to address potential
sources of bias for example to
control for unobserved fixed
effects the efficacy of
transforming the specifications
in the model was considered p-
differencing was considered to
investigate the possibility of
serial correlation and the
instrumental variables approach
was applied to control for
potential measurement error
and random effects
was spread on a BSC to measure
the organisationlsquos performance in
terms of service delivery to
eliminate biases the researcher
opted to ―complement this with a
strong theoretical base (also termed
the authority argument) and a
coherent convincing argument
based on both empirical evidence
and the researcherlsquos understanding
and logic It is in this articulated
interpretation that the understanding
and explanation of the phenomenon
lie ndash not in the presentation of
organized and rearranged data
(Henning 20047)
endogeneity between the
complaints and the other
customer service measures
Model allowed for
nonlinearities in the relationship
between customer service and
customer satisfaction to account
for diminishing marginal
returns to customer service
Findings Analytical results showed that
customer loyalty was
influenced by the level of
satisfaction
Additionally relational
performance and service quality
are significant predictors of
satisfaction relational
performance is an antecedent of
service quality and satisfaction
and its influence on satisfaction
is greater than that of service
quality
The association between
changes in customer
satisfaction and changes in
productivity is positive for
goods but negative for
services While both customer
satisfaction and productivity are
positively associated with
Return on Investment (ROI) for
goods and services the
interaction between the two is
positive for goods but
significantly less so for
services This means that
simultaneous attempts to
increase both customer
satisfaction and productivity are
likely to be more challenging in
The conclusion drawn by the
researcher is that the introduction of
performance management in
DWAF has not brought about the
desired impact on service delivery
Market concentration
moderates the relationship
between satisfaction and
profitability for US airlines
Airlines that operate in
concentrated markets have
fewer incentives to satisfy their
customers than airlines that
operate in more competitive
markets
173
service oriented operations
This implies further that
services exhibit ―tradeoffs
while goods do not given that
the increases (decreases) in
customer satisfaction are
associated with decreases
(increases) in productivity for
services
Gaps to be
filled
Establishing effect of
organizational performance on
customer satisfaction
Exploring other antecedents to
and predictors of customer
satisfaction
Establishing the effect of
selected intervening and
mediating variables on the
linkage between customer
satisfaction and productivity
Establishing that performance
measurement leads to performance
improvement which leads in turn
to higher customer satisfaction
Introducing different
intervening and moderating
variables on relationship
between customer satisfaction
and performance
Establishing that the converse
obtains that is performance
affects customer satisfaction