RT Journal Article
T1 Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: a PLS-SEM illustration
A1 Cepeda-Carrión, Ignacio
A1 Alarcón, David
A1 Correa-Rodriguez, Carlos
A1 Cepeda-Carrion, Gabriel
K1 Customer experience dimensions
K1 Customer satisfaction
K1 Moments of truth
K1 PLS-SEM
K1 B2B
K1 Express parcels
K1 Focus on results
K1 Peace of mind
K1 Basic service experience
AB This 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), focus on results (FR) and peace of mind (PM).Design/methodology/approachA total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).FindingsThe results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.Originality/valueAlthough previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.
PB Emerald
YR 2023
FD 2023-05-23
LK https://hdl.handle.net/10433/22323
UL https://hdl.handle.net/10433/22323
LA en
NO Cepeda-Carrión, I., Alarcon-Rubio, D., Correa-Rodriguez, C. and Cepeda-Carrion, G. (2023), "Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: a PLS-SEM illustration", International Journal of Physical Distribution & Logistics Management, Vol. 53 No. 7/8, pp. 886-912. https://doi.org/10.1108/IJPDLM-04-2022-0127
NO Departamento de Antropología Social, Psicología Básica y Salud Pública. Universidad Pablo de Olavide.
DS RIO
RD May 9, 2026