Detailed Information on Publication Record
2016
Customer satisfaction and drivers and effects of reverse logistics management
KLAPALOVÁ, AlenaBasic information
Original name
Customer satisfaction and drivers and effects of reverse logistics management
Authors
KLAPALOVÁ, Alena (203 Czech Republic, guarantor, belonging to the institution)
Edition
Ostrava, Carpathian Logistics Congress CLC 2015 Proceedings, p. 207-212, 6 pp. 2016
Publisher
Tanger Ltd.
Other information
Language
English
Type of outcome
Stať ve sborníku
Field of Study
50204 Business and management
Country of publisher
Czech Republic
Confidentiality degree
není předmětem státního či obchodního tajemství
Publication form
printed version "print"
RIV identification code
RIV/00216224:14560/16:00108647
Organization unit
Faculty of Economics and Administration
ISBN
978-80-87294-64-2
UT WoS
000387950100031
Keywords in English
reverse logistics management; drivers; effects; customer satisfaction
Tags
International impact, Reviewed
Změněno: 11/5/2020 13:33, Mgr. Pavel Sedláček
Abstract
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.
Links
| MUNI/A/1209/2014, interní kód MU |
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