Purpose

The issue is which third-party logistics to engage, and escalating customer complaints about service quality of third-party logistics (3PL) enhances the tendency of online retailers to switch to another 3PL. The current study seeks to investigate the factors influencing the satisfaction and switching intention of 3PL services among online sellers in Malaysia.

Design/methodology/approach

Applying a purposive sampling method, data were gathered via an online survey among online sellers. Initially, the system gathered 418 respondents, but only 311 were useable for further analysis. Since we operationalised the measures as composites, a combination of reflective and formative measurement in the study and the study focuses on explanatory and predictive purposes, partial least squares structural equation modelling with SmartPLS 4 was applied to test the model developed.

Findings

The results indicated that conflict handling had a positive effect on satisfaction, and satisfaction had a negative relationship with the switching intention of 3PL among the online retailers. Moreover, satisfaction and customer relationship management sequentially mediated conflict handling and switching intention, whereas CRM strengthens the negative relationship between satisfaction and switching intention.

Research limitations/implications

The respondents only limit to the online sellers in Malaysia which based on purposive sampling method, thus the findings cannot be generalised to another countries.

Practical implications

The study offers insightful information for the managers of the 3PL in crafting a better policy to avoid switching behaviour among their customers. The conflict between customers and providers is unavoidable since consumers have unlimited demand and businesses have limited resources. The findings also benefit online sellers and 3PL service providers to create attractive marketing strategies for business sustainability.

Originality/value

The study developed a new model for the 3PL studies using the S-O-R model in introducing conflict handling and customer relationship management as the stimulus, customer's satisfaction as an organism and switching intention as a response. The study introduced single and sequential mediators also contributes to the S-O-R theory to predict the switching intention among the online sellers towards the 3PL providers. Another important contribution, customer relationship management, was confirmed to play a moderating role to influence the relationship between satisfaction and switching intention.

中文翻译：

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你不在乎，我就换：网络零售商对第三方物流服务的行为

目的

问题在于该选择哪家第三方物流，而客户对第三方物流 (3PL) 服务质量的投诉不断升级，促使在线零售商转向另一家 3PL。本研究旨在调查影响马来西亚在线卖家对 3PL 服务满意度和转换意愿的因素。

设计/方法/途径

应用有目的的抽样方法，通过对在线卖家的在线调查收集数据。最初，该系统收集了 418 名受访者，但只有 311 名可用于进一步分析。由于我们将这些措施作为复合材料进行操作，在研究中结合了反思性和形成性测量，并且研究侧重于解释和预测目的，因此应用 SmartPLS 4 的偏最小二乘结构方程建模来测试开发的模型。

发现

结果表明，冲突处理对满意度有正向影响，满意度与在线零售商 3PL 的转换意愿呈负相关。此外，满意度和客户关系管理依次调节冲突处理和转换意图，而 CRM 加强了满意度和转换意图之间的负相关关系。

研究局限性/影响

受访者仅限于基于目的抽样方法的马来西亚在线卖家，因此研究结果不能推广到其他国家。

实际影响

该研究为 3PL 的管理人员提供了有见地的信息，帮助他们制定更好的政策来避免客户之间的转换行为。消费者的需求是无限的，而企业的资源是有限的，因此客户和供应商之间的冲突是不可避免的。调查结果还使在线卖家和 3PL 服务提供商受益，从而为业务可持续性制定有吸引力的营销策略。

原创性/价值

该研究为 3PL 研究开发了一个新模型，使用 SOR 模型引入冲突处理和客户关系管理作为刺激，客户满意度作为有机体，转换意图作为响应。引入单一和顺序中介的研究也有助于 SOR 理论预测在线卖家对 3PL 供应商的转换意图。另一个重要的贡献，客户关系管理，被证实在影响满意度和转换意愿之间的关系中发挥调节作用。