2016
Customer satisfaction and drivers and effects of reverse logistics management
KLAPALOVÁ, AlenaZákladní údaje
Originální název
Customer satisfaction and drivers and effects of reverse logistics management
Autoři
KLAPALOVÁ, Alena (203 Česká republika, garant, domácí)
Vydání
Ostrava, Carpathian Logistics Congress CLC 2015 Proceedings, od s. 207-212, 6 s. 2016
Nakladatel
Tanger Ltd.
Další údaje
Jazyk
angličtina
Typ výsledku
Stať ve sborníku
Obor
50204 Business and management
Stát vydavatele
Česká republika
Utajení
není předmětem státního či obchodního tajemství
Forma vydání
tištěná verze "print"
Kód RIV
RIV/00216224:14560/16:00108647
Organizační jednotka
Ekonomicko-správní fakulta
ISBN
978-80-87294-64-2
UT WoS
000387950100031
Klíčová slova anglicky
reverse logistics management; drivers; effects; customer satisfaction
Příznaky
Mezinárodní význam, Recenzováno
Změněno: 11. 5. 2020 13:33, Mgr. Pavel Sedláček
Anotace
V originále
Customer satisfaction represents one of the main drivers of reverse logistics management besides other financial and nonfinancial reasons of interest to engage in managing reverse flows. Customer satisfaction thus should be also one of the performance effects or outcomes of reverse logistics management. However, the link between a driver and an effect needs not to be simple and straightforward due to the complexity of reality. The aim of the paper is to present results of the analysis of the rankings of reverse logistics management drivers and effects and correlations of customer satisfaction as the driver with different measures of effects of reverse logistics management. The findings from the empirical survey of 54 enterprises indicate that there is strong relationship between the level of perceived importance of this driver and perceived level of several prevalently market and effectiveness oriented effects on the contrary to efficiency oriented effects.
Návaznosti
| MUNI/A/1209/2014, interní kód MU |
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