1st Edition

Customer Loyalty and Supply Chain Management
Business-to-Business Customer Loyalty Analysis





ISBN 9780367888947
Published December 12, 2019 by Routledge
144 Pages

USD $47.95

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Book Description

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

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Author(s)

Biography

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.