CUSTOMER LOYALTY IN LOGISTICS OUTSOURCING RELATIONSHIPS: AN EXAMINATION OF THE MODERATING EFFECTS OF CONFLICT FREQUENCY

Journal of Business Logistics

Volumn 31, Issue 2, 2010, Pages 253-277

  Cahill, David L ^a   Goldsby, Thomas J ^b   Knemeyer, A Michael ^a   Wallenburg, Carl Marcus ^c  

^a OHIO STATE UNIVERSITY   (United States)

^b UNIVERSITY OF KENTUCKY   (United States)

^c TECHNISCHE UNIVERSITÄT BERLIN   (Germany)

Author keywords

Conflict; Customer satisfaction; Logistics outsourcing; Loyalty; Moderation analysis

Indexed keywords

EID: 79954460371     PISSN: 07353766     EISSN: 21581592     Source Type: Journal    
DOI: 10.1002/j.2158-1592.2010.tb00151.x     Document Type: Article

References (115)

1. Anderson, James C. and David W. Gerbing (1988), “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,” Psychological Bulletin, Vol. 103, No. 3, pp. 411–423.
2. Anderson, James C., David W. Gerbing, and John E. Hunter (1987), “On the Assessment of Uni-dimensional Measurement: Internal and External Consistency, and Overall Consistency Criteria,” Journal of Marketing Research, Vol. 24, No. 4, pp. 432–437.
3. Anderson, James C. and James A. Narus (1990), “A Model of Distributor Firm and Manufacturer Firm Working Partnerships,” Journal of Marketing, Vol. 54, No. 1, pp. 42–58.
4. Armstrong, J. Scott and Terry S. Overton (1977), “Estimating Non-Response Bias in Mail Surveys,” Journal of Marketing Research, Vol. 14, No. 3, pp. 396–402.
5. Babakus, Emin and Gregory W. Boller (1992), “An Empirical Assessment of the SERVQUAL Scale,” Journal of Business Research, Vol. 24, No. 3, pp. 253–268.
6. Bagozzi, Richard P. (1980), Causal Models in Marketing, New York: John Wiley & Sons.
7. Bagozzi, Richard P. and Youjae Yi (1988), “On the Evaluation of Structural Equation Models,” Journal of the Academy of Marketing Science, Vol. 16, No. 1, pp. 74–94.
8. Baumgartner, Bernhard (2002), “Ein Hedonisches Mixture Modell zur Aufdeckung latenter Preis-Leistungsstrukturen (A Hedonic Mixture Model to Reveal Latent Price-Performance Structures),” Zeitschrift für Betriebswirtschaft, Vol. 72, No. 5, pp. 477–496.
9. Bentler, Peter M. (1990), “Fit Indexes, Lagrange Multipliers, Constraint Changes, and Incomplete Data in Structural Models,” Multivariate Behavioral Research, Vol. 25, No. 2, pp. 163–172.
10. Bentler, Peter M. and Douglas G. Bonett (1980), “Significance Tests and Goodness of Fit in the Analysis of Covariance Structures,” Psychological Bulletin, Vol. 88, No. 3, pp. 588–606.
11. Bienstock, Carol C., John T. Mentzer, and Monroe Murphy Bird (1997), “Measuring Physical Distribution Service Quality,” Journal of the Academy of Marketing Science, Vol. 25, No. 1, pp. 31–44.
12. Blau, Peter M. (1964), Exchange and Power in Social Life, New York: John Wiley & Sons.
13. Blau, Peter M. (1968), “Interaction: Social Exchange,” International Encyclopedia of the Social Sciences, Vol. 7, pp. 452–458.
14. Blau, Peter M. (1960), “A Theory of Social Integration,” The American Journal of Sociology, Vol. 65, No. 6, pp. 545–556.
15. Bollen, Kenneth A. (1989), Structural Equations with Latent Variables, New York: John Wiley & Sons.
16. Bolton, Ruth N., P. K. Kannan, and Matthew D. Bramlett (2000), “Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value,” Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 95–108.
17. Bowen, David E. and Gareth R. Jones (1986), “Transaction Cost Analysis of Service Organization-Customer Exchange,” Academy of Management Review, Vol. 11, No. 2, pp. 428–441.
18. Bowersox, Donald J., David J. Closs, Theodore P. Stank (2000), “Ten Mega-Trends that Will Revolutionize Supply Chain Logistics,” Journal of Business Logistics, Vol. 21, No. 2, pp. 1–16.
19. Brady, Michael K., J. Joseph Cronin, and Richard R. Brand (2002), “Performance-only Measurement of Service Quality: A Replication and Extension,” Journal of Business Research, Vol. 55, No. 1, pp. 17–31.
20. Brown, James R. and Ralph L. Day (1981), “Measures of Conflict in Distribution Channels,” Journal of Marketing Research, Vol. 18, No. 3, pp. 263–274.
21. Brown, James R., Anthony T. Cobb, and Robert F. Lusch (2006), “The Roles Played by Interorganizational Contracts and Justice in Marketing Channel Relationships,” Journal of Business Research, Vol. 59, No. 2, pp. 166–175.
22. Browne, Michael W. and Robert Cudeck (1993), “Alternative Ways of Assessing Model Fit,” in K. A. Bollen and J. S. Long (eds.), Testing Structural Equation Models, Newbury Park, CA: Sage Publications, Inc., pp. 136–162.
23. Byrne, Barbara M. (1994), Structural Equation Modeling with EQS and EQS/Windows, Thousand Oaks, CA: Sage Publications, Inc.
24. Caceres, Ruben Chumpitaz and Nicholas G. Paparoidamis (2007), “Service Quality, Relationship Satisfaction, Trust, Commitment and Business-to-business Loyalty,” European Journal of Marketing, Vol. 41, No. 7/8, pp. 836–867.
25. Chou, Chih-Ping and Peter M. Bentler (1995), “Estimation and Tests in Structural Equation Modeling,” in R. H. Hoyle, Structural Equation Modeling: Concepts, Issues, and Applications, London, New Delhi: Sage Publications, Inc., pp. 37–55.
26. Churchill, Gilbert A. and Carol Suprenant (1982), “An Investigation into the Determinants of Customer Satisfaction,” Journal of Marketing Research, Vol. 19, No. 4, pp. 491–504.
27. Cochran, Daniel S., Mel Schnake, and Ron Earl (1983), “Effect of Organizational Size on Conflict Frequency and Location in Hospitals,” Journal of Management Studies, Vol. 20, No. 4, pp. 441–451.
28. th ed., New York: Prentice Hall.
29. th ed., Mason, OH: South-Western.
30. Cronin, J. Joseph, Jr., Michael K. Brady, and G. Tomas M. Hult (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments,” Journal of Retailing, Vol. 76, No. 2, pp. 193–218.
31. Cronin, J. Joseph, Jr., and Steven A. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, Vol. 56, No. 3, pp. 55–68.
32. Dabholkar, Pratibha A., C. David Shepherd, and Dayle I. Thorpe (2000), “A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study,” Journal of Retailing, Vol. 76, No. 2, pp. 139–173.
33. Delaney, Robert V. (2000), 11th Annual State of Logistics Report, St. Louis, MO: Cass Logistics Ltd.
34. de Ruyter, Ko and Josée Bloemer (1999), “Customer Loyalty in Extended Service Settings,” International Journal of Service Industry Management, Vol. 10, No. 3, pp. 320–336.
35. Deutsch, Morton (1990), “Sixty Years of Conflict,” The International Journal of Conflict Management, Vol. 1, No. 3, pp. 237–263.
36. de Wulf, Kristof, Gaby Odekerken-Schröder, and Dawn Iacobucci (2001), “Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration,” Journal of Marketing, Vol. 65, No. 4, pp. 33–40.
37. Durvasula, Srinivas J., Craig Andrews, Steven Lysonski, and Richard G. Netemeyer (1993), “Assessing the Cross-national Applicability of Consumer Behavior Models: A Model of Attitude toward Advertising in General,” Journal of Consumer Research, Vol. 19, No. 4, pp. 626–636.
38. Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987), “Developing Buyer-Seller Relationships,” Journal of Marketing, Vol. 51, No. 2, pp. 11–27.
39. Ellinger, Alexander E., Patricia J. Daugherty, and Quentin J. Plair (1999), “Customer Satisfaction and Loyalty in the Supply Chain: The Role of Communication,” Transportation Research-Part E: Logistics and Transportation Review, Vol. 35, No. 2, pp. 121–134.
40. Emerson, Richard M. (1962), “Power-Dependence Relations,” American Sociological Review, Vol. 27, No. 2, pp. 31–41.
41. Ertel, Danny (1991), “How to Design a Conflict Management Procedure that Fits Your Dispute,” Sloan Management Review, Vol. 32, No. 4, pp. 29–42.
42. Fassnacht, Martin and Philip W. Daus (2004), “Loyalty Determinants—Literature Review and Development of an Integrative Model of Customer Loyalty,” Research Paper No. 26, Vallendar: Center for Market-Orientated Management (ZMU), WHU-Otto Beisheim School of Management.
43. Fornell, Claes and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, Vol. 18, No. 1, pp. 39–50.
44. Gadde, Lars-Erik and Hakan Hakansson (1993), Professional Purchasing, London: Routledge.
45. Ganesan, Shankar (1994), “Determination of Long-term Orientation in Buyer-Seller Relationships,” Journal of Marketing, Vol. 58, No. 4, pp. 1–19.
46. Garver, Michael S. and John T. Mentzer (1999), “Logistics Research Methods: Employing Structural Equation Modeling to Test for Construct Validity,” Journal of Business Logistics, Vol. 20, No. 1, pp. 33–57.
47. Gaski, John F. (1984), “The Theory of Power and Conflict in Channels of Distribution,” Journal of Marketing, Vol. 48, No. 3, pp. 9–29.
48. Giese, Joan L. and Joseph A. Cote (2000), “Defining Consumer Satisfaction,” Academy of Marketing and Science Review, Vol. 2000, No. 1, from http:www.amsreview.orgarticlesgiese01-2000.pdf.
49. Grewal, Dhruv, R. Krishnan, Julie Baker, and Norm Borin (1998), “The Effects of Store Name, Brand Name and Price Discounts on Consumers' Evaluations and Purchase Intentions,” Journal of Retailing, Vol. 74, No. 3, pp. 331–352.
50. Grewal, Dhruv, Kent B. Monroe, and R. Krishnan (1998), “The Effects of Price-Comparison Advertising on Buyers' Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions,” Journal of Marketing, Vol. 62, No. 2, pp. 46–59.
51. Griffis, Stanley E., Thomas J. Goldsby, and Martha Cooper (2003), “Web-Based and Mail Surveys: A Comparison of Response, Data and Cost,” Journal of Business Logistics, Vol. 24, No. 2, pp. 237–258.
52. Griffis, Stanley E., Thomas J. Goldsby, Martha Cooper, and David J. Closs (2007), “Aligning Logistics Performance Measures to the Information Needs of the Firm,” Journal of Business Logistics, Vol. 28, No. 2, pp. 35–56.
53. Griffith, David A., Michael G. Harvey, and Robert F. Lusch (2006), “Social Exchange in Supply Chain Relationships: The Resulting Benefits of Procedural and Distributive Justice,” Journal of Operations Management, Vol. 24, No. 2, pp. 85–98.
54. Gronholdt, Lars, Aanne Martensen, and Kai Kristensen (2000), “The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences,” Total Quality Management, Vol. 11, No. 4/5/6, pp. S509–S514.
55. Hair, Joseph H., Jr., Rolph E. Anderson, Ronald L. Tatham, and William C. Black (1995), Multivariate Data Analysis, Englewood Cliffs, NJ: Prentice-Hall.
56. Hakansson, Jakob and Henry Montgomery (2003), “Empathy as an Interpersonal Phenomenon,” Journal of Social and Personal Relationships, Vol. 20, No. 3, pp. 267–284.
57. Hill, Donna J., Robert Baer, and Rustan Kosenko (1992), “Organizational Characteristics and Employee Excuse Making: Passing the Buck for Failed Service Encounters,” Advances in Consumer Research, Vol. 19, pp. 673–678.
58. Homans, George C. (1958), “Social Behavior as Exchange,” American Journal of Sociology, Vol. 63, No. 5, pp. 597–606.
59. Homburg, Christian and Annette Giering (2001), “Personal Characteristics as Moderators of the Relationship between Customer Satisfaction and Loyalty: An Empirical Analysis,” Psychology and Marketing, Vol. 18, No. 1, pp. 43–66.
60. Homburg, Christian, Annette Giering, and Ajay Menon (2003), “Relationship Characteristics as Moderators of the Satisfaction-Loyalty Link: Findings in a Business-to-Business Context,” Journal of Business-to-Business Marketing, Vol. 10, No. 3, pp. 35–62.
61. Hu, Li-Tze and Peter M. Bentler (1995), “Evaluating Model Fit,” in Rick H. Hoyle, Structural Equation Modeling: Concepts, Issues, and Applications, London, New Delhi: Sage Publications, Inc., pp. 76–99.
62. Innis, Daniel E. and Bernard J. La Londe (1994), “Customer Service: The Key to Customer Satisfaction, Customer Loyalty, and Market Share,” Journal of Business Logistics, Vol. 15, No. 1, pp. 1–27.
63. Jöreskog, Karl G. and Dag Sörbom (1982), “Recent Developments in Structural Equation Modeling,” Journal of Marketing Research, Vol. 19, No. 4, pp. 404–416.
64. Kim, Keysuk and Gary L. Frazier (1997), “Measurement of Distributor Commitment in Industrial Channels of Distribution,” Journal of Business Research, Vol. 40, No. 2, pp. 139–154.
65. Knemeyer, A. Michael and Paul R. Murphy (2004), “Evaluating the Performance of Third-Party Logistics Arrangements: A Relationship Marketing Perspective,” Journal of Supply Chain Management, Vol. 40, No. 1, pp. 35–51.
66. Knemeyer, A. Michael and Paul R. Murphy (2005), “Exploring the Potential Impact of Relationship Characteristics and Customer Attributes on the Outcomes of Third-party Logistics Arrangements,” Transportation Journal, Vol. 44, No. 1, pp. 5–19.
67. Kumar, Nirmalya, Louis W. Stern, and James C. Anderson (1993), “Conducting Interorganizational Research using Key Informants,” Academy of Management Journal, Vol. 36, No. 6, pp. 1633–1651.
68. Lambe, C. Jay, C. Michael Wittmann, and Robert E. Spekman (2001), “Social Exchange Theory and Research on Business-to-Business Relational Exchange,” Journal of Business-to-Business Marketing, Vol. 8, No. 3, pp. 1–36.
69. Lambert, Douglas M. and Terrance L. Pohlen (2001), “Supply Chain Metrics,” The International Journal of Logistics Management, Vol. 12, No. 1, pp. 1–19.
70. Langley, C. John, Jr., Erik Van Dort, Jim Morton, Sven Hoemmken, Alfred Goh, Michael Zabawa, Rod Strata, and Mike Riegler (2007), “The State of Logistics Outsourcing: 2007 Third Party Logistics—Results and Findings of the 12th Annual Study,” from http:3plstudy.com.
71. Langley, C. John, Jr., Scott R. Sykes, Erik Van Dort, and Ulrich Topp (2006), “Third Party Logistics—Results and Findings of the 11th Annual Study” from http:3plstudy.com.
72. Larson, Paul D. and Richard F. Poist (2004), “Improving Response Rates to Mail Surveys: A Research Note,” Transportation Journal, Vol. 43, No. 4, pp. 67–74.
73. Lee, Hau L. (2004), “The Triple-A Supply Chain,” Harvard Business Review, Vol. 82, No. 10, pp. 102–112.
74. Leonidou, Leonidas C., Bradley R. Barnes, and Michael A. Talias (2006), “Exporter-Importer Relationship Quality: The Inhibiting Role of Uncertainty, Distance, and Conflict,” Industrial Marketing Management, Vol. 35, No. 5, pp. 576–588.
75. Lieb, Robert (2008), “The North American Third-party Logistics Industry in 2007: The Provider CEO Perspective,” Transportation Journal, Vol. 47, No. 2, pp. 39–53.
76. Lieb, Robert and Karen Butner (2007), “The North American Third-Party Logistics Industry in 2006: The Provider CEO Perspective,” Transportation Journal, Vol. 46, No. 3, pp. 40–52.
77. Lusch, Robert F. (1976), “Sources of Power: Their Impact on Intrachannel Conflict,” Journal of Marketing Research, Vol. 13, No. 4, pp. 382–390.
78. Maloni, Michael J. and W. C. Benton (2000), “Power Influences in the Supply Chain,” Journal of Business Logistics, Vol. 21, No. 1, pp. 49–74.
79. Maloni, Michael J. and Craig R. Carter (2006), “Opportunities for Research in Third-party Logistics,” Transportation Journal, Vol. 45, No. 2, pp. 23–38.
80. Maltz, Arnold B. and Lisa M. Ellram (1997), “Total Cost of Relationship: An Analytical Framework for the Logistics Outsourcing Relationship,” Journal of Business Logistics, Vol. 18, No. 1, pp. 45–66.
81. Menon, Mohan K., Michael A. McGinnis, and Kenneth B. Ackerman (1998), “Selection Criteria for Providers of Third-party Logistics Services: An Exploratory Study,” Journal of Business Logistics, Vol. 19, No. 1, pp. 121–138.
82. Mentzer, John T., William DeWitt, James S. Keebler, Soonhong Min, Nancy W. Nix, Carlo D. Smith, and Zach G. Zacharia (2001), “Defining Supply Chain Management,” Journal of Business Logistics, Vol. 22, No. 2, pp. 1–25.
83. Mentzer, John T. and Daniel J. Flint (1997), “Validity in Logistics Research,” Journal of Business Logistics, Vol. 18, No. 1, pp. 199–216.
84. Mentzer, John T., Daniel J. Flint, and Thomas M. Hult (2001), “Logistics Service Quality as a Segment-Customized Process,” Journal of Marketing, Vol. 65, No. 4, pp. 82–104.
85. Mentzer, John T., Roger Gomez, and Robert E. Krapfel, Jr. (1989), “Physical Distribution Service: A Fundamental Marketing Concept? Journal of the Academy of Marketing Science, Vol. 17, No. 1, pp. 53–62.
86. Mittal, Vikas and Wagner A. Kamakura (2001), “Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics,” Journal of Marketing Research, Vol. 38, No. 1, pp. 131–142.
87. Murphy, Paul R. and Richard F. Poist (2000), “Third-Party Logistics: Some User versus Provider Perspectives,” Journal of Business Logistics, Vol. 21, No. 1, pp. 121–133.
88. Olsen, Svein Ottar (2002), “Comparative Evaluation and the Relationship between Quality, Satisfaction, and Repurchase Loyalty,” Journal of the Academy of Marketing Science, Vol. 30, No. 3, pp. 240–249.
89. Olsen, Svein Ottar, James Wilcox, and Ulf Olsson (2005), “Consequences of Ambivalence on Satisfaction and Loyalty,” Psychology and Marketing, Vol. 22, No. 3, pp. 247–269.
90. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985), “A Conceptual Model of Service Quality and its Implications for Future Research,” Journal of Marketing, Vol. 49, No. 4, pp. 41–50.
91. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol. 64, No. 1, pp. 12–40.
92. Perreault, William D., Jr., and Frederick A. Russ (1974), “Physical Distribution Service: A Neglected Aspect of Marketing Management,” MSU Business Topics (Summer), pp. 37–45.
93. Perreault, William D., Jr., and Frederick A. Russ (1976), “Physical Distribution Service in Industrial Purchase Decisions,” Journal of Marketing, Vol. 40, No. 4, pp. 3–10.
94. Pondy, Louis R. (1967), “Organizational Conflict: Concepts and Models,” Administrative Science Quarterly, Vol. 12, No. 2, pp. 296–320.
95. Pondy, Louis R. (1989), “Reflections on Interorganizational Conflict,” Journal of Organizational Change Management, Vol. 2, No. 2, pp. 94–98.
96. Rex, John (1981), Social Conflict: A Conceptual and Theoretical Analysis, London: Longman.
97. Spreng, Richard A., Scott B. MacKenzie, and Richard W. Olshavsky (1996), “A Reexamination of the Determinants of Consumer Satisfaction,” Journal of Marketing, Vol. 60, No. 3, pp. 15–32.
98. Stank, Theodore P., Thomas J. Goldsby, and Shawnee K. Vickery (1999), “Effect of Service Supplier Performance on Satisfaction and Loyalty of Store Managers in the Fast Food Industry,” Journal of Operations Management, Vol. 17, No. 4, pp. 429–447.
99. Stank, Theodore P., Thomas J. Goldsby, Shawnee K. Vickery, and Katrina Savitskie (2003), “Logistics Service Performance: Estimating Its Influence on Market Share,” Journal of Business Logistics, Vol. 24, No. 1, pp. 27–55.
100. Steenkamp, Jan-Benedict E. M. and Hans Baumgartner (1998), “Assessing Measurement Invariance in Cross-National Consumer Research,” Journal of Consumer Research, Vol. 25, No. 1, pp. 78–90.
101. Suh, Jung-Chae and Youjae Yi (2006), “When Brand Attitudes Affect the Customer Satisfaction-Loyalty Relation: The Moderating Role of Product Involvement,” Journal of Consumer Psychology, Vol. 16, No. 2, pp. 145–155.
102. Thelen, Shawn T. and Earl D. Honeycutt, Jr. (2004), “Assessing National Identity in Russia between Generations Using the National Identity Scale,” Journal of International Marketing, Vol. 12, No. 2, pp. 58–81.
103. Thibaut, John W. and Harold H. Kelley (1959), The Social Psychology of Groups, New York: John Wiley & Sons.
104. Thomchick, Evelyn, Richard R. Young, and William L. Grenoble (1999), “The Impact of Downsizing in Import Departments,” Transportation Journal, Vol. 38, No. 4, pp. 26–35.
105. Vaaland, Terje I. and Hakan Hakansson (2003), “Exploring Interorganizational Conflict in Complex Projects,” Industrial Marketing Management, Vol. 32, No. 2, pp. 127–138.
106. Van Dyke, Thomas P., Victor R. Prybutok, and Leon A. Kappelmann (1999), “Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services,” Decision Sciences, Vol. 30, No. 3, pp. 877–891.
107. Varki, Sajeev and Mark Colgate (2001), “The Role of Price Perceptions in an Integrated Model of Behavioral Intentions,” Journal of Service Research, Vol. 3, No. 3, pp. 232–240.
108. Vickery, Shawnee K., Cornelia Dröge, Theodore P. Stank, Thomas J. Goldsby, and Robert E. Markland (2004), “The Performance Implications of Media Richness in a Business-to-Business Service Environment: Direct Versus Indirect Effects,” Management Science, Vol. 50, No. 8, pp. 1106–1119.
109. Von Wangenheim, Florian (2003), “Situational Characteristics as Moderators of the Satisfaction-Loyalty Link: An Investigation in a Business-to-Business Context,” Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Vol. 16, pp. 145–156.
110. Wall, James A. and Ronda Roberts Callister (1995), “Conflict and its Management,” Journal of Management, Vol. 21, No. 3, pp. 515–558.
111. Wallenburg, Carl Marcus (2004), Kundenbindung in der Logistik: Eine empirische Untersuchung zu ihren Einflussfaktoren (Customer Loyalty in Logistics: An Empirical Study on its Antecedents), Bern, Stuttgart, Vienna: Haupt.
112. Westbrook, Robert A. and Richard L. Oliver (1991), “The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction,” Journal of Consumer Research, Vol. 18, No. 1, pp. 84–91.
113. Williamson, Oliver E. (1975), Markets and Hierachies: Analysis and Antitrust Implications, New York: Free Press.
114. Zhang, Qingyu, Mark A. Vonderembse, and Jeen-Su Lim (2003), “Manufacturing Flexibility: Defining and Analyzing Relationships among Competence, Capability, and Customer Satisfaction,” Journal of Operations Management, Vol. 21, No. 2, pp. 173–191.
115. Zimmer-Gembeck, Melanie J., Tasha C. Geiger, and Nicki R. Crick (2005), “Relational and Physical Aggression, Prosocial Behavior, and Peer Relations. Gender Moderation and Bidirectional Associations,” Journal of Early Adolescence, Vol. 25, No. 4, pp. 421–452.