IDEAS home Printed from https://ideas.repec.org/a/wly/transj/v64y2025i1ne12028.html
   My bibliography  Save this article

Logistics customer service and customer satisfaction: Importance‐based segments for motor carriers

Author

Listed:
  • Michael S. Garver
  • Zachary Williams

Abstract

The current research presents a middle‐range theorization of logistics customer service attributes predicting overall customer satisfaction for motor carriers. Latent class regression (LCR) analysis was employed to identify importance‐based segments by examining the relationships between logistics customer service attributes and overall satisfaction as measured by the American Customer Satisfaction Index. LCR analysis identified three importance‐based segments, including a segment focused on basic logistics services, a segment focused on sustainability, and a segment focused on security. Correlated components regression analysis was employed to refine the models of each segment to better understand what logistic customer service attributes were most important to each segment. Following an abductive reasoning process, these research results are compared with the theory of strategic purity.

Suggested Citation

  • Michael S. Garver & Zachary Williams, 2025. "Logistics customer service and customer satisfaction: Importance‐based segments for motor carriers," Transportation Journal, John Wiley & Sons, vol. 64(1), January.
    • Handle: RePEc:wly:transj:v:64:y:2025:i:1:n:e12028
    DOI: 10.1002/tjo3.12028
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/tjo3.12028
    Download Restriction: no
    File URL: https://libkey.io/10.1002/tjo3.12028?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wly:transj:v:64:y:2025:i:1:n:e12028. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.