{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,11]],"date-time":"2026-06-11T12:01:51Z","timestamp":1781179311555,"version":"3.54.1"},"reference-count":75,"publisher":"Emerald","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2016,4,4]]},"abstract":"<jats:sec>\n                    <jats:title>Purpose<\/jats:title>\n                    <jats:p>\u2013 Fast-growing online retail market provides convenience for customers. But it makes competition among online retailers fiercer as well. Online retailers need to improve online shoppers\u2019 satisfaction level for the purpose of keeping their loyalty. As an important component in online retail market, logistics service affects online shoppers\u2019 satisfaction level. By applying expectation confirmation theory, the purpose of this paper is to explore how customized logistics services (CLS) influences online shoppers\u2019 satisfaction level and whether the relationship between them is moderated by product type.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Design\/methodology\/approach<\/jats:title>\n                    <jats:p>\u2013 Data were collected from Tmall.com, the biggest online retail market in China. Exploratory factor analysis and two-way ANOVA were conducted to analyze the data.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Findings<\/jats:title>\n                    <jats:p>\u2013 The results indicate that CLS positively impacts online shoppers\u2019 satisfaction level. But product type does not have moderate effect on the relationship between CLS and online shoppers\u2019 satisfaction level.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Practical implications<\/jats:title>\n                    <jats:p>\u2013 Online retail market grows fast. As the number of retailers keeps increasing, competition in this market becomes fiercer. In order to attract new shoppers and increase shoppers\u2019 loyalty, online retailers must make shopper satisfied with their purchase. CLS positively impacts online shoppers\u2019 satisfaction level, online retailers should offer shoppers CLS.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Originality\/value<\/jats:title>\n                    <jats:p>\u2013 This study examines how customized logistics influences customer satisfaction, and extends literatures related to online customer satisfaction by integrating the factor CLS and opens the way for other studies related to logistics service customization. Furthermore, this study discusses how IoT will improve online retailers\u2019 abilities in providing CLS.<\/jats:p>\n                  <\/jats:sec>","DOI":"10.1108\/intr-11-2014-0295","type":"journal-article","created":{"date-parts":[[2016,3,24]],"date-time":"2016-03-24T06:26:27Z","timestamp":1458800787000},"page":"484-497","source":"Crossref","is-referenced-by-count":46,"title":["Customized logistics service and online shoppers\u2019 satisfaction: an empirical study"],"prefix":"10.1108","volume":"26","author":[{"given":"Mingyao","family":"Hu","sequence":"additional","affiliation":[{"name":"School of Economics and Management,Beijing Jiaotong University, Beijing, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Fang","family":"Huang","sequence":"additional","affiliation":[{"name":"School of Economics and Management,Beijing Jiaotong University, Beijing, 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