Customer Loyalty and Supply Chain Management: Business-To-Business Customer Loyalty Analysis

ISBN-13: 9780367888947 / Angielski / Miękka / 2019 / 144 str.

Ivan Russo; Ilenia Confente

Opis

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 literat

Recenzje

'In this book, Russo and Confente isolate a key problem facing many businesses today: how to create value for the customer via the integration of the supply chain with other business functions. It’s packed with good ideas that have been vetted and tested by many of the leading thinkers in the area, and is definitely worth a look.' — Chad Autry, University of Tennessee

'Customer Loyalty and Supply Chain Management provides workable solutions for managing supply-chain management complexities to gain/maintain customer loyalty. A break-through book because of its nitty-gritty examples of data-based applications of asymmetric testing, this book is unique and highly valuable reading for both scholars and data managers working in supply chain management.' — Arch G. Woodside, Curtin University, Perth, Australia

Spis treści

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

O autorze

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.