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Purpose -Now-a-days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service delivery context, with the purpose of considering the role of information and communication technologies (ICT) in this chain of effects. Design/methodology/approach -After reviewing the different approaches given by the literature, SEM analysis is used to contrast the hypotheses for the analyzed constructs in the presence of high/low ICT level. A questionnaire based on personal survey was conducted among manufacturers. The study collected data from 194 companies. Structural equation modeling was applied to these data to test relationships among the variables in the study. Findings -The reliability and validity tests show satisfactory results. The conclusions confirm this chain of consequences, and emphasize the incidence of ICT in the description and intensity of these relations. Research limitations/implications -As non-probabilistic sampling methods have been used, in subsequent research, it would be useful to obtain a more representative population sample. In future, works relations between the variables proposed would be analyzed contemplating the sectoral nature of the sample, accepting that relationship intensity may be modified according to the company's sector of activity. Originality/value -This paper describes a framework to explore the relationships between service quality, customer satisfaction and loyalty in the supply chain from the perspective of ICT. IntroductionThe inclusion of concepts such as service quality and relationship marketing has significantly changed both the academic study and business practice of logistics. Logistics has traditionally been considered necessary for connecting production and consumption. From this perspective, a company's logistics function was seen only as a generator of costs with no capacity for differentiation (Ballou, 2004). This began to change in the mid-1990s as logistics research based on marketing principles began to analyze the capacity of logistics to deliver quality and thus generate greater customer satisfaction and loyalty Richey et al., 2007). The logistics industry today is a classical example of service-based industry development (Chapman et al., 2003) and more in-depth studies of logistics are needed from the perspective of supply channel relationships (Lambert et al., 2004; Murphy, 2004, 2005;Foggin et al., 2004). In addition, the generalized use of information and communication technologies (ICT) has brought far reaching transformations to different business areas and logistics is no exception. Stock and order management, warehousing and transport are logistics activities which can benefit from the new opportunities offered by the technologies to organize new forms of supply chain relationships. Given the relatively recent application of ICT to logistics man...

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Purpose Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work aims to analyse innovation in retail experiences from two aspects – marketing innovation and technological innovation – to understand the role it exercises in satisfaction and subsequent recommendation. Design/methodology/approach The authors’ objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word-of-mouth (WOM) through three core constructs: store image, consumer value and store brand equity. SEM methodology is applied on a sample of 820 retail customers of grocery, clothing, furniture an electronics store. Findings The results show that technological innovation is more important than marketing innovation in shaping image, value and satisfaction. At the same time, store image is the variable that most influences customer satisfaction and that satisfaction is a very significant antecedent of WOM behaviour. Practical implications for retail managers and further research are presented. Originality/value The main value of this work has been to go deeper into the study of retail innovation, both in marketing and technologies, and its direct and indirect effects on satisfaction and subsequent recommendation through store image, consumer value and store brand equity. It is a new line of study, which is still fragmented and with little empirical evidence.