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Customer loyalty and supply chain management : business-to-business customer loyalty analysis / Ivan Russo and Ilenia Confente

By: Contributor(s): Resource type: Ressourcentyp: Buch (Online)Book (Online)Language: English Series: Routledge Studies in Business Organizations and NetworksPublisher: London ; New York : Routledge, 2017Edition: First editionDescription: 1 Online-Ressource (158 p)ISBN:
  • 9781351669351
  • 9781315162829
Subject(s): Additional physical formats: 9781138060845. | 9781351669368. | Erscheint auch als: Customer loyalty and supply chain management. Druck-Ausgabe London : Routledge Taylor & Francis Group, 2017. xviii, 125 SeitenRVK: RVK: QP 500LOC classification:
  • HF5415.525
Online resources: Summary: "Many business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn't considered. Companies outsource various activities, which enable them to improve efficiency, reduce costs, focus more on core competencies and improve their innovation capabilities. Supply Chain Management synchronizes the efforts of all parties--particularly suppliers, manufacturers, retailers, dealers, customers--involved in achieving customer's needs. Despite much research, the relationship between customer loyalty and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within marketing literature. Customer Loyalty and Supply Chain Management is the result of years of work by the authors on different projects concerning the overlapping areas of supply chains, logistics and marketing, drawing a connection between the literature to provide a holistic picture of the customer loyalty framework. Emphasis is given to the B2B context, where recent research has provided some clues to support the fact that investment in operations, new technologies and organizational strategy have had a significant role in understanding B2B loyalty, particularly in the context of global supply chains. Moreover, the book provides a modernized and predictive model of B2B loyalty, showing a different methodological approach that aims at capturing the complexity of the phenomenon. This book will be a useful resource for professionals and scholars from across the supply chain who are interested in exploring the dimension of customer loyalty in the challenging supplier and customer context."--Provided by publisherSummary: Cover; Title; Copyright; Contents; List of figures; List of tables; List of boxes; Foreword; Preface; Acknowledgments; 1 Achieving integration between supply chain management and marketing; Research in business-to-business marketing; Supply chain management: a pillar for business-to-business marketing; 2 Customer loyalty in the business-to-business context; Customer loyalty background; The role of switching costs on customer loyalty; Linking customer satisfaction and customer loyalty; Customer value and its impact on customer loyaltySummary: Logistics service quality (LSQ) and its impact on customer loyaltyTrust, commitment and customer loyalty; The role of managing returns on customer loyalty; Customer loyalty and word of mouth (WOM); 3 The era of omnichannel; From offline to online: the impact of digitalisation; From multichannel to omnichannel -- the company perspective; B2B digital transformation and requirements; Commitment to digital at a strategic level; Content; Experience; Data mining and big data analytics; Measuring digital impact through key performance indicators; 4 Managing the supply chain in the digital contextSummary: Logistics service quality (LSQ) and its impact on customer loyaltyTrust, commitment and customer loyalty; The role of managing returns on customer loyalty; Customer loyalty and word of mouth (WOM); 3 The era of omnichannel; From offline to online: the impact of digitalisation; From multichannel to omnichannel -- the company perspective; B2B digital transformation and requirements; Commitment to digital at a strategic level; Content; Experience; Data mining and big data analytics; Measuring digital impact through key performance indicators; 4 Managing the supply chain in the digital contextSummary: Method 2. Qualitative comparative analysis using fuzzy set qualitative comparative analysis softwareImplementation of contrarian analysis; Procedure for qualitative comparative analysis; Findings from the qualitative comparative analysis; Study B. Measuring the impact of logistics service quality on customer loyalty; Data collection and survey development; Sample characteristics; Method 1. Multiple regression analysis; Method 2. Qualitative comparative analysis using fuzzy set qualitative comparative analysis software; Procedure for qualitative comparative analysisSummary: "Many business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn't considered. Companies outsource various activities, which enable them to improve efficiency, reduce costs, focus more on core competencies and improve their innovation capabilities. Supply Chain Management synchronizes the efforts of all parties--particularly suppliers, manufacturers, retailers, dealers, customers--involved in achieving customer's needs. Despite much research, the relationship between customer loyalty and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within marketing literature. Customer Loyalty and Supply Chain Management is the result of years of work by the authors on different projects concerning the overlapping areas of supply chains, logistics and marketing, drawing a connection between the literature to provide a holistic picture of the customer loyalty framework. Emphasis is given to the B2B context, where recent research has provided some clues to support the fact that investment in operations, new technologies and organizational strategy have had a significant role in understanding B2B loyalty, particularly in the context of global supply chains. Moreover, the book provides a modernized and predictive model of B2B loyalty, showing a different methodological approach that aims at capturing the complexity of the phenomenon. This book will be a useful resource for professionals and scholars from across the supply chain who are interested in exploring the dimension of customer loyalty in the challenging supplier and customer context."--Provided by publisherPPN: PPN: 1003038646Package identifier: Produktsigel: ZDB-4-NLEBK
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