Latent classes of service quality, logistics costs and loyalty

In this paper, we create a research model addressing the antecedents of loyalty: service quality and cost reductions. The data was collected from Finnish industrial companies, buyers of the logistics service provider's services in the B2B domain. We found that service performance influences loyalty, but establishing a cost performance-loyalty influence is more problematic. We suggest that buyer heterogeneity gives rise to an insignificant...