BazEkon - The Main Library of the Cracow University of Economics

BazEkon home page

Main menu

Author
Dyczkowska Joanna (Koszalin University of Technology)
Title
The Active Customer in Logistics Services
Source
Annales Universitatis Mariae Curie-Skłodowska. Sectio H. Oeconomia, 2019, vol. 53, nr 4, s. 43-52, tab., bibliogr. 24 poz.
Keyword
Klient, Usługi logistyczne, Logistyka, Zarządzanie logistyczne
Customer, Logistic services, Logistics, Logistic management
Note
JEL Classification:D21; L89; O30
summ.,
Abstract
This article describes the notion of "customer activity" in logistics services as an interaction with providers. We reviewed concepts of customer activity in services offered by logistics service providers (LSPs) in the food sector. We then analysed customer activity in transport, storage and management of services. We used a direct diagnostic survey for comparative analysis of groups of customers. The roles of LSPs in the supply chain and within the framework of cooperation in the business-to-business market are presented. Basic customer activities were examined by studying the supply chain, within which LSPs adapted their processes to the activities of their customers. The research results present the degree of customer activity in supply chains. Theoretical background: Customer activity in logistics services is mainly understood as part of interaction with providers. This study goes beyond this view by focusing on the independent activity of the customer in solutions related to transport, storage and the management of logistics services. Purpose of the article: The purpose of the article was to review concepts of customer activity in services offered by LSPs in food-sector supply chains; customer activity was characterised and applied in exploratory research. Research methods: A literature review, comparison of groups of customers, and a direct diagnostic survey method were all used. Main findings: The perspective of customer activity predominating among customers allows LSPs to pursue different activities on behalf of different groups of customers. This article contributes to research on logistics services while focusing on the concept of customer activity.(original abstract)
Full text
Show
Bibliography
Show
  1. Ballantyne, D., & Varey, R.J. (2006). Creating value-in-use through marketing interaction: The exchange logic of relating, communicating and knowing. Marketing Theory, 6(3). doi:10.1177/1470593106066795
  2. Bask, A. (2001). Relationships among TPL providers and members of supply chains - a strategic perspective. Journal of Business & Industrial Marketing, 16(6). doi:10.1108/EUM0000000006021
  3. Christopher, M. (1997). Marketing Logistics. Oxford: Butterworth-Heinemann.
  4. Cousins, P.D., & Menguc, B. (2006). The implications of socialization and integration in supply chain management. Journal of Operations Management, 24(5). doi:10.1016/j.jom.2005.09.001.
  5. Fabbe-Costes, N., & Jahre, M. (2007). Supply chain integration gives better performance: The Emperor's new suit? International Journal of Physical Distribution & Logistics Management, 37(10). doi:10.1108/09600030710848941
  6. Fitzsimmons, J.A. (2003). Is self-service the future of services? Managing Service Quality, 13(6). doi:10.1108/09604520310506496
  7. Frohlich, M.T., & Westbrook, R. (2001). Arcs of integration: an international study of supply chain strategies. Journal of Operations Management, 19(2). doi:10.1016/S0272-6963(00)00055-3
  8. Fulconis, F., Saglietto, L., & Pache, G. (2006). Exploring new competences in the logistics industry: The intermediation role of 4PL. Supply Chain Forum: An International Journal, 7(2). doi:10.1080/16258312.2006.11517170
  9. Germain, R., & Iyer, K.N.S. (2006). The interaction of internal and downstream integration and its association with performance. Journal of Business Logistics, 27(2). doi:10.1002/j.2158-1592.2006.tb00216.x
  10. Grönroos, C. (2009). Relationship marketing as promise management. In: P. Maclaran, M. Saren, B. Stern, M. Tadajewski (Eds.), The SAGE Handbook of Marketing Theory. London: SAGE.
  11. Grönroos, C., & Voima, P. (2012). Critical service logic: making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2). doi:10.1007/s11747-012-0308-3
  12. Heinonen, K., Strandvik, T., & Voima, P. (2013). Customer-dominant value formation in service. European Business Review, 25(2). doi:10.1108/09555341311302639
  13. Khadka, K., & Maharjan, S. (2017, November). Customer satisfaction and customer loyalty. Centria University of Applied Sciences, Business Management.
  14. Laarhoven, P. van, Berglund, M., & Peters, M. (2000). Third-party logistics in Europe - five years later. International Journal of Physical Distribution & Logistics Management, 30(5). doi:10.1108/09600030010336216
  15. Lambert, D.M., Cooper, M.C., & Pagh, J.D. (1998). Supply chain management: implementation issues and research opportunities. International Journal of Logistics Management, 9(2). doi:10.1108/09574099810805807
  16. Law, M., Lau, T., & Wong, Y.H. (2003). From customer relationship management to customer-managed relationship: Unraveling the paradox with a co-creative perspective. Marketing Intelligence & Planning, 21(1). doi:10.1108/02634500310458153
  17. Makukha, K., & Gray, R. (2004). Logistics partnerships between shippers and logistics service providers: The relevance of strategy. International Journal of Logistics Research and Applications, 7(4). doi:10.1080/13675560412331322952
  18. Phusavat, K., Comepa, N., Sitko-Lutek, A., & Ooi, K.-B. (2013). Productivity management: Integrating the intellectual capital. Industrial Management & Data Systems, 113(6). doi:10.1108/IMDS-09-2012-0330
  19. Platzer, M., & Reutterer, T. (2016). Ticking away the moments: Timing regularity helps to better predict customer activity. Marketing Science, 35(5). doi:10.1287/mksc.2015.0963
  20. Rodrigues, A.M., Stank, T.P., & Lynch, D.F. (2004). Linking strategy, structure, process, and performance in integrated logistics. Journal of Business Logistics, 25(2). doi:10.1002/j.2158-1592.2004.tb00182.x
  21. Somsuk, N., Wonglimpiyarat, J., & Laosirihongthong, T. (2012). Technology business incubators and industrial development: Resource-based view. Industrial Management & Data Systems, 112(2). doi:10.1108/02635571211204281
  22. Yew Wong, C., & Karia, N. (2010). Explaining the competitive advantage of logistics service providers: A resource-based view approach. International Journal of Production Economics, 128(1). doi:10.1016/j.ijpe.2009.08.026
  23. Zailani, S., & Rajagopal, P. (2005). Supply chain integration and performance: US versus East Asian companies. Supply Chain Management: An International Journal, 10(5). doi:10.1108/13598540510624205
  24. Zhang, Y., Bradlow, E.T., & Small, D.S. (2015). Predicting customer value using clumpiness: From RFM to RFMC. Marketing Science, 34(2). doi:10.1287/mksc.2014.0873
Cited by
Show
ISSN
0459-9586
Language
eng
URI / DOI
http://dx.doi.org/10.17951/h.2019.53.4.43-52
Share on Facebook Share on Twitter Share on Google+ Share on Pinterest Share on LinkedIn Wyślij znajomemu