Conceptualization of External Knowledge Reverse Flows

D 2017

Conceptualization of External Knowledge Reverse Flows

KRČÁL, Michal

Základní údaje

Originální název

Conceptualization of External Knowledge Reverse Flows

Autoři

KRČÁL, Michal (203 Česká republika, garant, domácí)

Vydání

Ostrava, CLC 2016: CARPATHIAN LOGISTICS CONGRESS - CONFERENCE PROCEEDINGS, od s. 259-264, 6 s. 2017

Nakladatel

TANGER LTD, KELTICKOVA 62, SLEZSKA, OSTRAVA 710 00, CZECH REPUBLIC

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/00216224:14560/17:00107136

Organizační jednotka

Ekonomicko-správní fakulta

ISBN

978-80-87294-76-5

UT WoS

000476913400036

Klíčová slova anglicky

Reverse logistics;customer knowledge management;information;conceptual framework

Změněno: 28. 4. 2020 15:25, Mgr. Pavel Sedláček

Anotace

V originále

Research in reverse logistics was previously focused mainly on manufacturing enterprises and on tangible reverse flows. However, with steady increasing proportion of services in GDP and with servitization of products, direction of further research in reverse logistics could aim on service sector and on intangible reverse flows, i.e. on information and especially on knowledge. The concept of gathering information from and about customers is not new and has been investigated by marketing researchers for a long time. Nevertheless, information about (dis)satisfaction of customers, their experience with products or complaints was gathered mainly in order to increase satisfaction, improve the experience or reduce the number of complaints. As one of the main purposes of reverse logistics is to reduce reverse flows, among others faulty products or services, this can be done by designing better products or services. However, companies need to obtain knowledge from customers in order to innovate products or services. Therefore, the purpose of this article is to introduce a conceptual framework the will help to analyze the current research that focuses on using knowledge from customers to reduce reverse flows. Using the designed framework, further research project will be introduced and briefly discussed.

Návaznosti

GA16-16260S, projekt VaV

Název: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování

Investor: Grantová agentura ČR, Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování

Citovat

KRČÁL, Michal. Conceptualization of External Knowledge Reverse Flows. In TANGER Ltd. CLC 2016: CARPATHIAN LOGISTICS CONGRESS - CONFERENCE PROCEEDINGS. Ostrava: TANGER LTD, KELTICKOVA 62, SLEZSKA, OSTRAVA 710 00, CZECH REPUBLIC, 2017, s. 259-264. ISBN 978-80-87294-76-5.

@inproceedings{1367381,
   author = {Krčál, Michal},
   address = {Ostrava},
   booktitle = {CLC 2016: CARPATHIAN LOGISTICS CONGRESS - CONFERENCE PROCEEDINGS},
   editor = {TANGER Ltd},
   keywords = {Reverse logistics;customer knowledge management;information;conceptual framework},
   howpublished = {tištěná verze "print"},
   language = {eng},
   location = {Ostrava},
   isbn = {978-80-87294-76-5},
   pages = {259-264},
   publisher = {TANGER LTD, KELTICKOVA 62, SLEZSKA, OSTRAVA 710 00, CZECH REPUBLIC},
   title = {Conceptualization of External Knowledge Reverse Flows},
   year = {2017}
}

TY  - JOUR
ID  - 1367381
AU  - Krčál, Michal
PY  - 2017
TI  - Conceptualization of External Knowledge Reverse Flows
PB  - TANGER LTD, KELTICKOVA 62, SLEZSKA, OSTRAVA 710 00, CZECH REPUBLIC
CY  - Ostrava
SN  - 9788087294765
KW  - Reverse logistics;customer knowledge management;information;conceptual framework
N2  - Research in reverse logistics was previously focused mainly on manufacturing enterprises and on tangible reverse flows. However, with steady increasing proportion of services in GDP and with servitization of products, direction of further research in reverse logistics could aim on service sector and on intangible reverse flows, i.e. on information and especially on knowledge. The concept of gathering information from and about customers is not new and has been investigated by marketing researchers for a long time. Nevertheless, information about (dis)satisfaction of customers, their experience with products or complaints was gathered mainly in order to increase satisfaction, improve the experience or reduce the number of complaints. As one of the main purposes of reverse logistics is to reduce reverse flows, among others faulty products or services, this can be done by designing better products or services. However, companies need to obtain knowledge from customers in order to innovate products or services. Therefore, the purpose of this article is to introduce a conceptual framework the will help to analyze the current research that focuses on using knowledge from customers to reduce reverse flows. Using the designed framework, further research project will be introduced and briefly discussed.
ER  -

KRČÁL, Michal. Conceptualization of External Knowledge Reverse Flows. In TANGER Ltd. \textit{CLC 2016: CARPATHIAN LOGISTICS CONGRESS - CONFERENCE PROCEEDINGS}. Ostrava: TANGER LTD, KELTICKOVA 62, SLEZSKA, OSTRAVA 710 00, CZECH REPUBLIC, 2017, s.~259-264. ISBN~978-80-87294-76-5.

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