Despite much research on the subject in recent years, the relationship between customer loyalty- intended as a buyer's intent to repurchase from a given supplier- and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within the marketing literature. This book fills the gap, drawing a connection between marketing and supply chain literature in order to provide a holistic picture of the customer loyalty framework. It examines how to enhance loyalty, such as value, satisfaction, inventory…mehr
Despite much research on the subject in recent years, the relationship between customer loyalty- intended as a buyer's intent to repurchase from a given supplier- and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within the marketing literature. This book fills the gap, drawing a connection between marketing and supply chain literature in order to provide a holistic picture of the customer loyalty framework. It examines how to enhance loyalty, such as value, satisfaction, inventory management, distribution chnnel and so forth, to provide a clear picture of B2B supply chain loyalty.
Ivan Russo, Ph.D. is an Associate Professor at University of Verona. His research coalesces under the broad umbrella of supply chain management & marketing. He has published in the Journal of Operations Management, Journal of Business Research, International Journal of Physical Distribution and Logistics Management, International Journal of Production Economics, Journal of Business and Industrial Marketing, International Journal Of Quality And Service Sciences, International Journal Of Entrepreneurship And Small Business. Ilenia Confente, Ph.D. is an Assistant Professor at University of Verona. Her research interests range from B2B to digital marketing. She has published in Journal of Business Research, Journal of Business and Industrial Marketing, International Journal of Tourism Research, International Journal Of Quality And Service Sciences, International Journal Of Entrepreneurship And Small Business.
Inhaltsangabe
Index List of figures List of tables List of boxes Foreword Preface Acknowledgments Chapter 1: OVERLAPPING AREAS OF SUPPLY CHAIN AND MARKETING/ACHIEVING INTEGRATION BETWEEN SUPPLY CHAIN MANAGEMENT AND MARKETING Research in Business-to-Business Marketing Supply Chain Management: A Pillar for Business-to-Business Marketing Chapter 2: CUSTOMER LOYALTY IN THE BUSINESS-TO-BUSINESS CONTEXT Customer loyalty background The Role of Switching Costs on Customer Loyalty Linking Customer Satisfaction on Customer Loyalty Customer Value and Its Impact on Customer Loyalty Logistics Service Quality and Its Impact on Customer Loyalty. Trust, Commitment and Customer Loyalty The Role of Managing Returns on Customer Loyalty Customer Loyalty and Word of Mouth Chapter 3: THE ERA OF OMNICHANNEL From Offline to Online: The Impact of Digitalisation From Multichannel to Omni-Channel-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 Chapter 4: MANAGING THE SUPPLY CHAIN IN THE DIGITAL CONTEXT New issues for supply chain operations Inventory System Picking Processes Assortment Delivery Velocity Product Returns Management Organisation Information Technology Systems Chapter 5: THEORY, METHODS AND PRACTICE FOR MEASURING CUSTOMER LOYALTY Introduction Applying Complexity Theory to Customer Loyalty in a Business-to-Business Context Study A. Measuring Value Perception and Loyalty in the Business-to-Business Context Data Collection, Survey Development and Sampling Measurement of Variables Method 1. Multiple Regression Analysis Analysis and Results Method 2. Qualitative Comparative Analysis Using Fuzzy Set Qualitative Comparative Analysis Software Implementation 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 Analysis Findings from the Qualitative Comparative Analysis Chapter 6: CONCLUSION THOUGHTS AND FUTURE RESEARCH Index
Index List of figures List of tables List of boxes Foreword Preface Acknowledgments Chapter 1: OVERLAPPING AREAS OF SUPPLY CHAIN AND MARKETING/ACHIEVING INTEGRATION BETWEEN SUPPLY CHAIN MANAGEMENT AND MARKETING Research in Business-to-Business Marketing Supply Chain Management: A Pillar for Business-to-Business Marketing Chapter 2: CUSTOMER LOYALTY IN THE BUSINESS-TO-BUSINESS CONTEXT Customer loyalty background The Role of Switching Costs on Customer Loyalty Linking Customer Satisfaction on Customer Loyalty Customer Value and Its Impact on Customer Loyalty Logistics Service Quality and Its Impact on Customer Loyalty. Trust, Commitment and Customer Loyalty The Role of Managing Returns on Customer Loyalty Customer Loyalty and Word of Mouth Chapter 3: THE ERA OF OMNICHANNEL From Offline to Online: The Impact of Digitalisation From Multichannel to Omni-Channel-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 Chapter 4: MANAGING THE SUPPLY CHAIN IN THE DIGITAL CONTEXT New issues for supply chain operations Inventory System Picking Processes Assortment Delivery Velocity Product Returns Management Organisation Information Technology Systems Chapter 5: THEORY, METHODS AND PRACTICE FOR MEASURING CUSTOMER LOYALTY Introduction Applying Complexity Theory to Customer Loyalty in a Business-to-Business Context Study A. Measuring Value Perception and Loyalty in the Business-to-Business Context Data Collection, Survey Development and Sampling Measurement of Variables Method 1. Multiple Regression Analysis Analysis and Results Method 2. Qualitative Comparative Analysis Using Fuzzy Set Qualitative Comparative Analysis Software Implementation 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 Analysis Findings from the Qualitative Comparative Analysis Chapter 6: CONCLUSION THOUGHTS AND FUTURE RESEARCH Index
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