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Conceptualising Loyalty Benefits as the Relational benefits perceived by Malaysian Automotive manufacturers

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  • S.Sarifah Radiah Shariff

    ("School of Mathematical Sciences, College of Computing, Informatics and Media, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia" Author-2-Name: Muhamad Faiz Sazali Author-2-Workplace-Name: "School of Mathematical Sciences, College of Computing, Informatics and Media, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia" Author-3-Name: Ahmad Nazim Aimran Author-3-Workplace-Name: School of Mathematical Sciences, College of Computing, Informatics and Media, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia Author-4-Name: "Nadzira Aina Mohamad" Author-4-Workplace-Name: School of Mathematical Sciences, College of Computing, Informatics and Media, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:)

Abstract

" Objective - In the automotive industry, many companies look at strategic advantages in logistics to reduce costs. An enormous challenge faced by the Logistics Service Providers (LSPs) in Malaysia's automotive industry is preserving successful customer relationships. Methodology/Technique - Therefore, evaluating the most perceived criteria by logistics players in the automotive business is paramount. In this study, the companies are chosen to examine the relative importance of the three identified benefits, Special Treatment, Value Added (VAL), and Collaborative Benefits (COL), by data collected from manufacturing firms in the automotive industry. In addition, a new benefit, Loyalty Benefit (LOY), was added to the framework. Finding - The first stage of the survey involved the operational levels, i.e., The team leaders and below, to check on the relevance of the questionnaire. The second stage involved the management level or decision makers. Novelty - The contribution of the paper includes adding theoretical insight into the relationship concept that has been applied by manufacturers and LSPs and will help LSPs to perceive and understand what the manufacturers expect and how to provide the level of services that meet their expectations. Type of Paper - Empirical"

Suggested Citation

  • S.Sarifah Radiah Shariff, 2023. "Conceptualising Loyalty Benefits as the Relational benefits perceived by Malaysian Automotive manufacturers," GATR Journals gjbssr634, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:gjbssr634
    DOI: https://doi.org/10.35609/gjbssr.2023.11.2(1)
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    References listed on IDEAS

    as
    1. Dwayne D. Gremler & Yves Vaerenbergh & Elisabeth C. Brüggen & Kevin P. Gwinner, 2020. "Understanding and managing customer relational benefits in services: a meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 565-583, May.
    2. Li, Ling, 2011. "Assessing the relational benefits of logistics services perceived by manufacturers in supply chain," International Journal of Production Economics, Elsevier, vol. 132(1), pages 58-67, July.
    3. Cao, Mei & Zhang, Qingyu, 2010. "Supply chain collaborative advantage: A firm's perspective," International Journal of Production Economics, Elsevier, vol. 128(1), pages 358-367, November.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Loyalty Benefits; Logistics Service Provider; Linear Regression Writing and Investigation – M.F.S; Supervision; Methodology and Funding – S.S.R.S.; Methodology and Analysis – A.N.A; Data Collection and Analysis – N.A.M;
    All these keywords.

    JEL classification:

    • G32 - Financial Economics - - Corporate Finance and Governance - - - Financing Policy; Financial Risk and Risk Management; Capital and Ownership Structure; Value of Firms; Goodwill
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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