Competing Through Logistics Management

2020 ◽  
pp. 1075-1094
Author(s):  
Yaqiong Lu ◽  
Zheng Liu ◽  
Lei Ma
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Third Parties ◽  
Customer Relationship ◽  
Virtual Network ◽  
Logistics Management ◽  
Emerging Country ◽  
Critical Issues ◽  
Initial Survey ◽  
Outsourcing Logistics

In the past 10 years, e-commerce and e-retailing have developed rapidly in China, the largest emerging country. Due to the increasingly more competition in this industry, a fast and reliably delivery is important to win customer satisfaction. Despite of the fact that many e-retailing companies are running virtual network by outsourcing logistics to third parties, there is also a trend for companies to establish their own logistics channels. In fact, self-owned logistics can be an effective approach of marketing and customer relationship development, and thus provide competitive advantage. This chapter focuses on how Chinese e-retailing companies compete through logistics management. It starts with an introduction of e-retailing and logistics management from practice and literature perspectives. Then, there are cases studies into successful Chinese re-retailing companies with a highlight on their logistics management models and customer satisfaction based on initial survey. Further discussion will address the critical issues of logistics management in e-retailing.

Competing Through Logistics Management

2016 ◽  
pp. 256-275 ◽  
Author(s):  
Yaqiong Lu ◽  
Zheng Liu ◽  
Lei Ma
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Third Parties ◽  
Customer Relationship ◽  
Virtual Network ◽  
Logistics Management ◽  
Emerging Country ◽  
Critical Issues ◽  
Initial Survey ◽  
Outsourcing Logistics

In the past 10 years, e-commerce and e-retailing have developed rapidly in China, the largest emerging country. Due to the increasingly more competition in this industry, a fast and reliably delivery is important to win customer satisfaction. Despite of the fact that many e-retailing companies are running virtual network by outsourcing logistics to third parties, there is also a trend for companies to establish their own logistics channels. In fact, self-owned logistics can be an effective approach of marketing and customer relationship development, and thus provide competitive advantage. This chapter focuses on how Chinese e-retailing companies compete through logistics management. It starts with an introduction of e-retailing and logistics management from practice and literature perspectives. Then, there are cases studies into successful Chinese re-retailing companies with a highlight on their logistics management models and customer satisfaction based on initial survey. Further discussion will address the critical issues of logistics management in e-retailing.

The Impact of E-Commerce on the Clothing Retailers

2018 ◽  
pp. 1039-1068
Author(s):  
Tianlong Ge ◽  
Zheng Liu ◽  
Lei Ma
Keyword(s):  
Supply Chain ◽  
Customer Relationship ◽  
Clothing Industry ◽  
The Past ◽  
Emerging Country ◽  
Critical Issues ◽  
The Impact

In the past 10 years, e-commerce has developed rapidly in the clothing industry. Many companies seek strategies to expand, innovate, and restructure, and the traditional impact from manufacturing is gradually replaced by customer relationship. E-commerce provides opportunities for both large clothing companies and small retailers. In China, the largest emerging country, there is also a trend for clothing companies to market and establish customer relationship online. This chapter focuses on how Chinese clothing retailers compete through e-commerce platform. It starts with an introduction of clothing industry, supply chain and e-commerce practice from literature perspectives. Then, there are industry review and cases studies into five Chinese clothing companies with a highlight on their management in the context of e-commerce and customer relationship. Discussion will be made to address the critical issues, followed by a summary of the chapter.

The Impact of E-Commerce on the Clothing Retailers

2016 ◽  
pp. 593-621
Author(s):  
Tianlong Ge ◽  
Zheng Liu ◽  
Lei Ma
Keyword(s):  
Supply Chain ◽  
Customer Relationship ◽  
Clothing Industry ◽  
The Past ◽  
Emerging Country ◽  
Critical Issues ◽  
The Impact

In the past 10 years, e-commerce has developed rapidly in the clothing industry. Many companies seek strategies to expand, innovate, and restructure, and the traditional impact from manufacturing is gradually replaced by customer relationship. E-commerce provides opportunities for both large clothing companies and small retailers. In China, the largest emerging country, there is also a trend for clothing companies to market and establish customer relationship online. This chapter focuses on how Chinese clothing retailers compete through e-commerce platform. It starts with an introduction of clothing industry, supply chain and e-commerce practice from literature perspectives. Then, there are industry review and cases studies into five Chinese clothing companies with a highlight on their management in the context of e-commerce and customer relationship. Discussion will be made to address the critical issues, followed by a summary of the chapter.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

scholarly journals The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building

2021 ◽  
Vol 13 (7) ◽  
pp. 4066
Author(s):  
Romina Cheraghalizadeh ◽  
Hossein Olya ◽  
Mustafa Tumer
Keyword(s):  
Competitive Advantage ◽  
Dynamic Capabilities ◽  
Capabilities Approach ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Organizational Capabilities ◽  
Validity And Reliability ◽  
Internal And External Factors ◽  
The Relationship

Using a resource-based view and dynamic capabilities approach, this study investigates both the internal and external factors influencing competitive advantage in the hotel industry. For this purpose, we examine how organizational capabilities may lead to customer relationship building and in turn to competitive advantage. We further test the moderation role of market dynamism on the relationship between organizational capabilities and customer relationship building, and also investigate the mediation effect of customer relationship building on the association between organizational capabilities and competitive advantage. A questionnaire-based study was conducted among hotel employees in Northern Cyprus to test the conceptual model. A set of approaches was applied to detect common method bias and test the validity and reliability of the questionnaire. Correlation and regression analyses were conducted to evaluate the relationships between the variables, and bootstrapping analysis was applied to assess the mediation and moderation effects. The results revealed that organizational capabilities enhance customer relationship building and competitive advantage. Market dynamism as an external factor moderates the relationship between organizational capabilities and customer relationship building. There is also an indirect association between organizational capabilities and competitive advantage through the mediation of customer relationship building. The theoretical and practical implications of the findings are discussed.

Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

2021 ◽  
pp. 097226292199259
Author(s):  
Devika Rani Sharma ◽  
Balgopal Singh
Keyword(s):  
Customer Satisfaction ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mediating Role ◽  
Repeat Purchase ◽  
Building Activities ◽  
The Relationship

Emergence of technology has not only boosted the growth of customer engagement but has also paved way for customers to become active co-creators with the firms. Customer engagement activities are taking over the customer relationship building activities in the present scenario. Customers’ experience with a particular brand has its impact on satisfaction levels and their repurchasing intention in future as well. According to Rosetta Consulting report an engaged customer is likely to buy 90% more frequently and may spend 300% more than other customers. Hence, the present has tried to understand the mediating role of satisfaction on customer engagement in retaining the customers or persuading the customers to repurchase. The results show that there exists a significant mediation effect of customer satisfaction in influencing their repeat purchase behaviour.

Sign in / Sign up

Export Citation Format

Share Document