{"id":"https://openalex.org/W7225036073","doi":"https://doi.org/10.32479/irmm.24341","title":"Beyond the 3PL Black Box: An Integrated Study of Mediating Mechanisms and the Moderating Effects of Perceived Risk and Usage Frequency in Thai Platform-Bound Delivery","display_name":"Beyond the 3PL Black Box: An Integrated Study of Mediating Mechanisms and the Moderating Effects of Perceived Risk and Usage Frequency in Thai Platform-Bound Delivery","publication_year":2026,"publication_date":"2026-11-01","ids":{"openalex":"https://openalex.org/W7225036073","doi":"https://doi.org/10.32479/irmm.24341"},"language":"en","primary_location":{"id":"doi:10.32479/irmm.24341","doi":"https://doi.org/10.32479/irmm.24341","is_oa":true,"landing_page_url":"https://doi.org/10.32479/irmm.24341","pdf_url":"https://econjournals.com/index.php/irmm/article/download/24341/10408","source":{"id":"https://openalex.org/S2764968517","display_name":"International Review of Management and Marketing","issn_l":"2146-4405","issn":["2146-4405"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310318345","host_organization_name":"EconJournals","host_organization_lineage":["https://openalex.org/P4310318345"],"host_organization_lineage_names":["EconJournals"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Review of Management and Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://econjournals.com/index.php/irmm/article/download/24341/10408","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5074715934","display_name":"Thadathibesra Phuthong","orcid":"https://orcid.org/0000-0002-7385-2808","observed_orcids":["https://orcid.org/0000-0002-7385-2808"]},"institutions":[{"id":"https://openalex.org/I86677382","display_name":"Silpakorn University","ror":"https://ror.org/02d0tyt78","country_code":"TH","type":"education","lineage":["https://openalex.org/I86677382"]}],"countries":["TH"],"is_corresponding":true,"raw_author_name":"Thadathibesra Phuthong","raw_affiliation_strings":["Faculty of Management Science, Silpakorn University, Phetchaburi, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Management Science, Silpakorn University, Phetchaburi, Thailand","institution_ids":["https://openalex.org/I86677382"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5074715934"],"corresponding_institution_ids":["https://openalex.org/I86677382"],"apc_list":{"value":300,"currency":"USD","value_usd":300},"apc_paid":{"value":300,"currency":"USD","value_usd":300},"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.89546232,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"17","issue":"1","first_page":"8","last_page":"21"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9556000232696533,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9556000232696533,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12306","display_name":"Urban and Freight Transport Logistics","score":0.03840000182390213,"subfield":{"id":"https://openalex.org/subfields/2215","display_name":"Building and Construction"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.0027000000700354576,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.8330000042915344},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6940000057220459},{"id":"https://openalex.org/keywords/perceived-value","display_name":"perceived value","score":0.9959999918937683},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.9509999752044678},{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.5950000286102295},{"id":"https://openalex.org/keywords/platform-reliability","display_name":"platform reliability","score":0.9380000233650208},{"id":"https://openalex.org/keywords/risk-perception","display_name":"risk perception","score":0.9649999737739563},{"id":"https://openalex.org/keywords/frequency-of-use","display_name":"usage frequency","score":0.9129999876022339},{"id":"https://openalex.org/keywords/e-commerce-platforms","display_name":"e-commerce platforms","score":0.6480000019073486},{"id":"https://openalex.org/keywords/serial-mediation","display_name":"serial mediation","score":0.6899999976158142},{"id":"https://openalex.org/keywords/third-party-logistics","display_name":"third-party logistics","score":0.6729999780654907}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.7225000262260437},{"id":"https://openalex.org/C163355716","wikidata":"https://www.wikidata.org/wiki/Q2154783","display_name":"Risk perception","level":3,"score":0.6814000010490417},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.6686000227928162},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5519999861717224},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.534500002861023},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5170999765396118},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.5019999742507935},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4851999878883362},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.48510000109672546},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48249998688697815},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.4781999886035919},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.45410001277923584},{"id":"https://openalex.org/C196083921","wikidata":"https://www.wikidata.org/wiki/Q7915758","display_name":"Variance (accounting)","level":2,"score":0.446399986743927},{"id":"https://openalex.org/C198477413","wikidata":"https://www.wikidata.org/wiki/Q7647069","display_name":"Survey data collection","level":2,"score":0.39259999990463257},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.3882000148296356},{"id":"https://openalex.org/C22354355","wikidata":"https://www.wikidata.org/wiki/Q422009","display_name":"Partial least squares regression","level":2,"score":0.3589000105857849},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.3499000072479248},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.34610000252723694},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.32989999651908875},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.3140999972820282},{"id":"https://openalex.org/C2780144342","wikidata":"https://www.wikidata.org/wiki/Q1900653","display_name":"Brand loyalty","level":2,"score":0.302700012922287},{"id":"https://openalex.org/C73945780","wikidata":"https://www.wikidata.org/wiki/Q814232","display_name":"Survey methodology","level":2,"score":0.28540000319480896},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.28519999980926514},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.2606000006198883},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.251800000667572}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.32479/irmm.24341","doi":"https://doi.org/10.32479/irmm.24341","is_oa":true,"landing_page_url":"https://doi.org/10.32479/irmm.24341","pdf_url":"https://econjournals.com/index.php/irmm/article/download/24341/10408","source":{"id":"https://openalex.org/S2764968517","display_name":"International Review of Management and Marketing","issn_l":"2146-4405","issn":["2146-4405"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310318345","host_organization_name":"EconJournals","host_organization_lineage":["https://openalex.org/P4310318345"],"host_organization_lineage_names":["EconJournals"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Review of Management and Marketing","raw_type":"journal-article"},{"id":"pmh:oai:oai.econjournals.com:article/24341","doi":null,"is_oa":true,"landing_page_url":"https://econjournals.com/index.php/irmm/article/view/24341","pdf_url":null,"source":{"id":"https://openalex.org/S2764968517","display_name":"International Review of Management and Marketing","issn_l":"2146-4405","issn":["2146-4405"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310318345","host_organization_name":"EconJournals","host_organization_lineage":["https://openalex.org/P4310318345"],"host_organization_lineage_names":["EconJournals"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2146-4405","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.32479/irmm.24341","doi":"https://doi.org/10.32479/irmm.24341","is_oa":true,"landing_page_url":"https://doi.org/10.32479/irmm.24341","pdf_url":"https://econjournals.com/index.php/irmm/article/download/24341/10408","source":{"id":"https://openalex.org/S2764968517","display_name":"International Review of Management and Marketing","issn_l":"2146-4405","issn":["2146-4405"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310318345","host_organization_name":"EconJournals","host_organization_lineage":["https://openalex.org/P4310318345"],"host_organization_lineage_names":["EconJournals"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Review of Management and Marketing","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7225036073.pdf","grobid_xml":"https://content.openalex.org/works/W7225036073.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7151333545","https://openalex.org/W7218213787","https://openalex.org/W4414143146","https://openalex.org/W3156724938","https://openalex.org/W7166692333","https://openalex.org/W3209976425","https://openalex.org/W3121188309","https://openalex.org/W6922881200","https://openalex.org/W7108914508","https://openalex.org/W4414115979"],"abstract_inverted_index":{"E-commerce":[0],"platforms":[1],"increasingly":[2],"operate":[3],"their":[4],"own":[5],"captive":[6,33],"last-mile":[7,75],"couriers\u2014a":[8],"model":[9,34,69,175],"termed":[10],"platform-bound":[11,109],"delivery":[12,76,97,110],"that":[13,124,130,208],"differs":[14,212],"fundamentally":[15],"from":[16,44,107],"outsourced":[17],"third-party":[18],"logistics":[19],"in":[20,70,89,112,181,184,188,225],"brand":[21],"attribution,":[22],"data":[23,106],"control,":[24],"and":[25,41,50,65,80,86,96,114,129,149,166,186,220,239],"ownership":[26],"of":[27,136,160,178],"service":[28,45,81,245],"recovery.":[29],"However,":[30],"how":[31],"this":[32],"builds":[35],"customer":[36,214],"loyalty":[37,53,137,210],"remains":[38],"poorly":[39],"understood,":[40],"the":[42,121,125,133,157,174,179,209,217,222,226],"pathway":[43],"quality":[46],"through":[47],"perceived":[48,84,94,161,189],"value":[49,85,148,162],"satisfaction":[51,131,150,203],"to":[52,233],"has":[54],"rarely":[55],"been":[56],"tested":[57],"as":[58,101,152],"an":[59],"integrated":[60],"sequence.":[61],"This":[62],"study":[63,122,218],"develops":[64],"tests":[66],"a":[67,198,235],"serial-mediation":[68],"which":[71,88],"four":[72,168],"antecedents\u2014customer":[73],"trust,":[74],"quality,":[77],"platform":[78],"reliability,":[79],"recovery":[82],"quality\u2014shape":[83],"satisfaction,":[87,185],"turn":[90],"drive":[91],"loyalty,":[92,182],"with":[93,147],"risk":[95,192],"experience":[98,241],"frequency":[99,196],"examined":[100],"boundary":[102],"conditions.":[103],"Using":[104],"survey":[105],"447":[108],"users":[111],"Thailand":[113],"partial":[115],"least":[116],"squares":[117],"structural":[118],"equation":[119],"modeling,":[120],"finds":[123],"proposed":[126],"sequence":[127],"holds":[128],"is":[132,156],"decisive":[134],"driver":[135,159],"(\u03b2":[138,163],"=":[139,142,164],"0.596,":[140],"f\u00b2":[141],"0.551,":[143],"p":[144],"<":[145],"0.001),":[146],"acting":[151],"coordinated":[153],"mediators.":[154],"Trust":[155],"strongest":[158],"0.327),":[165],"all":[167],"serial":[169],"value\u2013satisfaction\u2013loyalty":[170,223],"chains":[171],"are":[172],"significant;":[173],"explains":[176],"36%":[177],"variance":[180],"51%":[183],"56%":[187],"value.":[190],"Neither":[191],"perception":[193],"nor":[194],"usage":[195],"showed":[197],"detectable":[199],"moderating":[200],"effect":[201],"on":[202],"formation,":[204],"providing":[205],"no":[206],"evidence":[207],"mechanism":[211],"across":[213],"types.":[215],"Theoretically,":[216],"validates":[219],"refines":[221],"chain":[224],"captive-delivery":[227],"context.":[228],"Practically,":[229],"it":[230],"advises":[231],"operators":[232],"deliver":[234],"uniformly":[236],"trustworthy,":[237],"reliable,":[238],"recovery-capable":[240],"rather":[242],"than":[243],"tailoring":[244],"by":[246],"segment.":[247]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-11-02T00:00:00"}