Reverse Logistics: The Difference between Service and
Manufacturing Industry

C 2016

Reverse Logistics: The Difference between Service and Manufacturing Industry

KLAPALOVÁ, Alena and Radoslav ŠKAPA

Basic information

Original name

Reverse Logistics: The Difference between Service and Manufacturing Industry

Authors

KLAPALOVÁ, Alena (203 Czech Republic, guarantor, belonging to the institution) and Radoslav ŠKAPA (203 Czech Republic, belonging to the institution)

Edition

1. vyd. Newcastle upon Tyne, Enhancing Customer Experience in the Service Industry: A Global Perspective, p. 103-130, 28 pp. 2016

Publisher

Cambridge Scholars Publishing

Other information

Language

English

Type of outcome

Kapitola resp. kapitoly v odborné knize

Field of Study

50600 5.6 Political science

Country of publisher

United Kingdom of Great Britain and Northern Ireland

Confidentiality degree

není předmětem státního či obchodního tajemství

Publication form

printed version "print"

References:

URL

RIV identification code

RIV/00216224:14560/16:00087772

Organization unit

Faculty of Economics and Administration

ISBN

1-4438-8496-0

Keywords in English

reverse logistics; service business; drivers; commitment; attitude

Abstract

V originále

This chapter examines reverse logistics management in services and presents some managerial issues of service companies concerning reverse logistics in comparison to manufacturing companies. The data were collected through personal interviews. The findings reveal several differences between reverse logistics in services compared to other industries. Specifically, we found that reverse logistics of services is driven substantially more often by issues surrounding customer relationships and marketing concerns, while corporate responsibility, concern for the environment, government regulation and cost reduction are more frequently drivers introduced by managers of manufacturing companies. Services, particularly in small-sized companies, are more innovative in their reverse logistics policies and the impact of reverse logistics on profitability is perceived substantially higher in comparison to manufacturers. Results show that reverse logistics in services might be very promising area of research which can help enrich the current knowledge of reverse logistics in general. This paper has both managerial and theoretical implications for extending the existing knowledge gap of reverse logistics in services.

Links

GA13-14704S, research and development project

Name: Řízení zpětných toků jako prostředek tvorby hodnoty

Investor: Czech Science Foundation, Reverse Flows Management as a Means of Value Creation

Files attached

Chapter_9_corrected.doc

Request the author's version of the file

Citovat

KLAPALOVÁ, Alena and Radoslav ŠKAPA. Reverse Logistics: The Difference between Service and Manufacturing Industry. In Levent Altinay and Surya Poudel. Enhancing Customer Experience in the Service Industry: A Global Perspective. 1st ed. Newcastle upon Tyne: Cambridge Scholars Publishing, 2016, p. 103-130. ISBN 1-4438-8496-0.

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   author = {Klapalová, Alena and Škapa, Radoslav},
   address = {Newcastle upon Tyne},
   booktitle = {Enhancing Customer Experience in the Service Industry: A Global Perspective},
   edition = {1.},
   editor = {Levent Altinay and Surya Poudel},
   keywords = {reverse logistics; service business; drivers; commitment; attitude},
   howpublished = {tištěná verze "print"},
   language = {eng},
   location = {Newcastle upon Tyne},
   isbn = {1-4438-8496-0},
   pages = {103-130},
   publisher = {Cambridge Scholars Publishing},
   title = {Reverse Logistics: The Difference between Service and Manufacturing Industry},
   url = {http://www.cambridgescholars.com/enhancing-customer-experience-in-the-service-industry},
   year = {2016}
}

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VL  - Neuveden
PB  - Cambridge Scholars Publishing
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SN  - 1443884960
KW  - reverse logistics
KW  - service business
KW  - drivers
KW  - commitment
KW  - attitude
UR  - http://www.cambridgescholars.com/enhancing-customer-experience-in-the-service-industry
L2  - http://www.cambridgescholars.com/enhancing-customer-experience-in-the-service-industry
N2  - This chapter examines reverse logistics management in services and presents some managerial issues of service companies concerning reverse logistics in comparison to manufacturing companies. The data were collected through personal interviews. The findings reveal several differences between reverse logistics in services compared to other industries. Specifically, we found that reverse logistics of services is driven substantially more often by issues surrounding customer relationships and marketing concerns, while corporate responsibility, concern for the environment, government regulation and cost reduction are more frequently drivers introduced by managers of manufacturing companies. Services, particularly in small-sized companies, are more innovative in their reverse logistics policies and the impact of reverse logistics on profitability is perceived substantially higher in comparison to manufacturers. Results show that reverse logistics in services might be very promising area of research which can help enrich the current knowledge of reverse logistics in general. This paper has both managerial and theoretical implications for extending the existing knowledge gap of reverse logistics in services.
ER  -

KLAPALOVÁ, Alena and Radoslav ŠKAPA. Reverse Logistics: The Difference between Service and Manufacturing Industry. In Levent Altinay and Surya Poudel. \textit{Enhancing Customer Experience in the Service Industry: A Global Perspective}. 1st ed. Newcastle upon Tyne: Cambridge Scholars Publishing, 2016, p.~103-130. ISBN~1-4438-8496-0.

Detailed Information on Publication Record