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Consumer Logistics Scale Development in a Services Market在服务市场消费者的物流规模发展.doc

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Consumer Logistics Scale Development in a Services Market在服务市场消费者的物流规模发展.doc

Consumer Logistics: Scale Development in a Services Market And Exploration of Influence on Value and Satisfaction This is one of the first studies to empirically assess the usefulness of consumer logistics theory to understanding consumer behavior. A great deal of the convenience phenomenon resides in location, handling, communication, and other transaction-related activities. Consumer logistics applies aptly to these activities. Consumer logistics includes activities performed to support the movement and handling of products from the point of acquisition to the point of consumption. This research has two primary purposes: to develop a consumer logistics scale and to explore how performance of consumer logistics functions affects value (efficiency and effectiveness) and satisfaction. Confirmatory factor analysis and structural equation modeling reveal three important logistics functions and significant relationships between consumer logistics functions, value, and satisfaction. Consumer Logistics: Scale Development in a Services Market And Exploration of Influence on Value and Satisfaction INTRODUCTION This study begins an assessment of the applicability of consumer logistics theory to the study of consumer behavior by developing a consumer logistics scale. This is done in the context of the consumer financial services market. A great deal of the convenience phenomenon for consumer financial services resides in location, handling, communication, and other transaction related activities (Waite and Harrison 2002). Consumer logistics applies aptly to these activities (Granzin and Bahn 1989) and will be used to help understand how financial services marketers can enhance the extent to which their customers are satisfied. Consumer logistics includes activities performed to support the movement and handling of products from the point of acquisition to the point of consumption (Granzin 1990). Granzin and Bahn (1989) make the proposition that the performance of