Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: a PLS-SEM illustration

• Published in: International journal of physical distribution & logistics management Vol. 53; no. 7/8; pp. 886 - 912
• Main Authors: Cepeda-Carrión, Ignacio, Alarcon-Rubio, David, Correa-Rodriguez, Carlos, Cepeda-Carrion, Gabriel
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Publishing Limited 14.08.2023; Emerald Group Publishing Limited
• Subjects: Business to business commerce; Competition; Competitive advantage; Coronaviruses; COVID-19; Customer satisfaction; Customer services; Data analysis; Delivery services; Logistics; Multivariate statistical analysis; Service industries; B2B; Express parcels; Customer satisfaction; Moments of truth; Basic service experience; Customer experience dimensions; Focus on results; Peace of mind; PLS-SEM

PurposeThis article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), f...