ANTECEDENTS OF CUSTOMER CONTINUANCE INTENTION OF CONSUMER GOODS DISTRIBUTION CENTER IN THAILAND: A SYSTEMATICE LITERATURE REVIEW
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Abstract
This article presents an empirical investigation of the determinants of service continuance intention among customers of consumer goods distribution centers in Thailand, grounded in customer loyalty theory as the primary theoretical framework. The study employs a systematic literature review coupled with content synthesis from relevant research to identify key variables and develop a theoretical conceptual framework. The analysis reveals that delivery service performance, customer service recovery, and customer focus constitute the primary components that influence customer satisfaction and trust, which subsequently affect service continuance intention. The article offers significant theoretical and practical implications by advancing knowledge in customer relationship management within the logistics and supply chain industry, while proposing strategic management approaches that can be applied to enhance customer loyalty and sustainable competitive advantage. Furthermore, the article makes an important contribution to addressing the academic gap in empirical research within the context of Thailand and Southeast Asia, where research on customer behavior in distribution center businesses remains limited.
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