Reverse Logistics: The Difference between Service and
Manufacturing Industry

C 2016

Reverse Logistics: The Difference between Service and Manufacturing Industry

KLAPALOVÁ, Alena a Radoslav ŠKAPA

Základní údaje

Originální název

Reverse Logistics: The Difference between Service and Manufacturing Industry

Autoři

KLAPALOVÁ, Alena (203 Česká republika, garant, domácí) a Radoslav ŠKAPA (203 Česká republika, domácí)

Vydání

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

Nakladatel

Cambridge Scholars Publishing

Další údaje

Jazyk

angličtina

Typ výsledku

Kapitola resp. kapitoly v odborné knize

Obor

50600 5.6 Political science

Stát vydavatele

Velká Británie a Severní Irsko

Utajení

není předmětem státního či obchodního tajemství

Forma vydání

tištěná verze "print"

Odkazy

URL

Kód RIV

RIV/00216224:14560/16:00087772

Organizační jednotka

Ekonomicko-správní fakulta

ISBN

1-4438-8496-0

Klíčová slova anglicky

reverse logistics; service business; drivers; commitment; attitude

Příznaky

Mezinárodní význam, Recenzováno

Změněno: 14. 1. 2016 11:40, doc. Ing. Radoslav Škapa, Ph.D.

Anotace

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.

Návaznosti

GA13-14704S, projekt VaV

Název: Řízení zpětných toků jako prostředek tvorby hodnoty

Investor: Grantová agentura ČR, Řízení zpětných toků jako prostředek tvorby hodnoty

Přiložené soubory

Chapter_9_corrected.doc

Požádat o autorskou verzi souboru

Citovat

KLAPALOVÁ, Alena a 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. 1. vyd. Newcastle upon Tyne: Cambridge Scholars Publishing, 2016, s. 103-130. ISBN 1-4438-8496-0.

@inbook{1324208,
   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}
}

TY  - CHAP
ID  - 1324208
AU  - Klapalová, Alena - Škapa, Radoslav
PY  - 2016
TI  - Reverse Logistics: The Difference between Service and Manufacturing Industry
VL  - Neuveden
PB  - Cambridge Scholars Publishing
CY  - Newcastle upon Tyne
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 a 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}. 1. vyd. Newcastle upon Tyne: Cambridge Scholars Publishing, 2016, s.~103-130. ISBN~1-4438-8496-0.

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