CiNii Books - Customer loyalty and supply chain management : business-to-business customer loyalty analysis

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

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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Customer loyalty and supply chain management : business-to-business customer loyalty analysis

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