menu 简单麦麦
account_circle

顾客忠诚与供应链管理:企业对企业顾客忠诚分析-Customer Loyalty and Supply Chain Management: Business-to-Business Customer L

帮助2579人找到了他们想要的文件
上传于 2020-03-06 13次下载 1586次围观
文件编号:10737
文件详情
标题(title):Customer Loyalty and Supply Chain Management: Business-to-Business Customer Loyalty Analysis
顾客忠诚与供应链管理:企业对企业顾客忠诚分析
作者(author):Ivan Russo, Ilenia Confente
出版社(publisher):Routledge
大小(size):1 MB (1217355 bytes)
格式(extension):pdf
注意:如果文件下载完成后为无法打开的格式,请修改后缀名为格式对应后缀


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.

Table of contents :
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 loyalty
Logistics service quality (LSQ) 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 (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 context
New issues for supply chain operations
Inventory system
Picking processes
Assortment
Delivery velocity
Product returns management
Organisation
Information technology systems
5 Theory, methods and practice for measuring customer loyalty
Introduction
Applying complexity theory to customer loyalty in a supply chain 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
Final comment
6 Concluding thoughts and future research
Index
下载方式
购买后可查看 购买按钮在底部

常见问题

  • question_answer
    解压密码,提取码在哪?
    keyboard_arrow_down
    • 均在下载旁边哦,请注意查看,如果没有则是不需要密码
  • question_answer
    文件不符合描述怎么办?
    keyboard_arrow_down
    • 如果有文件问题,可以通过 卖家联系方式 联系卖家,如果 联系不上卖家 或 卖家无法解决则可以在我的订单页面申请售后
  • question_answer
    其他
    keyboard_arrow_down
    • 3.本文件为公益分享,文件由网上采集而来,如有侵权等问题,请及时联系客服删除
      常见问题及官方客服联系方式:点击前往
      售后问题处理方式:点击前往
-到底部了哦-
微信扫码支付
顾客忠诚与供应链管理:企业对企业顾客忠诚分析-Customer Loyalty and Supply Chain Management: Business-to-Business Customer L
支付金额: 共计:¥0.0

添加收藏

创建新合集