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Logistic service as a determinant of customer loyalty in e-commerce

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Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
Purpose: The purpose of this article is to indicate the importance of logistic customer service for building customer loyalty in e-commerce. Design/methodology/approach: The work is of theoretical and empirical nature. The theoretical part was based on the literature on the subject. The empirical part presents analyzes of a secondary study and the results of own research conducted by the author. Findings: Based on the study, it has been shown that the logistics aspects of electronic commerce expressed in the 7R rule are the foundation for creating satisfaction, and thus e-customer loyalty. Research limitations/implications: In the future, it is advised to conduct ongoing research and analysis of customer expectations for e-commerce logistics to respond, in advance, to changing customer preferences. Practical implications: The research results can be a starting point for building customer service strategies by electronic commerce entities. Social implications: Research shows how digitization affects changes in trade, not just electronics. Originality/value: The article is addressed to business practitioners, e-commerce managers, as well as academics and students interested in the subject of customer loyalty and e-commerce.
Rocznik
Tom
Strony
259--275
Opis fizyczny
Bibliogr. 29 poz.
Twórcy
  • Department of Logistics and Innovation. Faculty of Economics and Sociology. University of Lodz
Bibliografia
  • 1. Andrew, J.T., and Yap, S. (2013). Corporate branding, emotional attachment and brand loyalty: The case of luxury fashion branding. Journal of Fashion Marketing and Management, Vol 17(4), pp. 403-423.
  • 2. Atkins, B. (2019). Logistics In The E-Commerce Era. Forbes, https://www.forbes.com/ sites/betsyatkins/2019/05/06/logistics-in-the-e-commerce-era/#18809f3e574d, 10.04.2020.
  • 3. Begg, D., Fisher, S., Dornbush, R. (2007). Microeconomy. Warszawa: PWE.
  • 4. Bramham, J. (2005). Benchmarking for People Managers. Jaico Publishing House.
  • 5. Chaudhuri, A., and Holbrook, M.B. (2001). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, Vol. 65(2), pp. 81-93.
  • 6. Cheng, C.C, Shao-I, C., Hsiu-Yuan, H., and Ya-Yuan, C. (2011). A study on exploring the relationship between customer satisfaction and loyalty in the fast food industry: With relationship inertia as a mediator. African Journal of Business Management, Vol. 5, No. 13, pp. 5118-5126.
  • 7. Costabile, M. (2000). A dynamic model of customer loyalty, 16th IMP-conference in Bath, U.K.
  • 8. Day, L.D. (1977). Extending the Concept of Consumer Satisfaction. NA – Advances in Consumer Research, Vol. 4, pp. 149-154.
  • 9. E-Commerce Report in Poland. Gemius for e-Commerce Polska, 2019.
  • 10. Farris, P.W., Bendle, N.T., Pfeifer, P.E., and Reibstein, D.J. (2010). Marketing Metrics: The Definitive Guide to Measuring Marketing Performance. Upper Saddle River, New Jersey: Pearson Education,
  • 11. Heuberger, B. (2017). Definition of Logistic Alliance, https://bizfluent.com/info-8786143-definition-logistic-alliance.html, 14.04.2020.
  • 12. Hoppe, F. (1930). Untersuchungen zur Handlungs- und Affektpsychologie. IX. Erfolg und Mißerfolg (Psychological studies of action and affect. IX. Success and failure). Psychologische Forschung, Vol. 14, pp. 1-63.
  • 13. Khadka, K., and Maharjan, S. (2017). Customer Satisfaction and Customer Loyalty. Business Management. Centria University of Applied Sciences.
  • 14. Khan, M.T. (2013). Customers Loyalty: Concept & Definition (A Review). International Journal of Information, Business and Management, Vol. 5, No.3, pp. 168-191.
  • 15. Kim, J., and Yu, E.A. (2016). The holistic brand experience of branded mobile applications affects brand loyalty. Social Behavior and Personality: An International Journal, Vol. 44, pp. 77-88.
  • 16. Kotler, P. (1991). Marketing Management. Englewood Cliffs: Prentice-Hall.
  • 17. Lewin, K. (1936). Psychology of success and failure. Occupations, Vol. 14, pp. 926-930.
  • 18. Logistic distribution of e-commerce, http://www.logistics-ea.com/en/Services/dswl.html, 28.04.2020.
  • 19. Majchrzak-Lepczyk, J., and Łupicka, A. (2019). Factors shaping logistic customer service of ecommerce in selected European countries. The European Proceedings of Social & Behavioral Sciences. 15th International Strategic Management Conference.
  • 20. Miller, J.A. (1977). Studying satisfaction, modifying models, eliciting expectations, posing problems, and making meaningful measurement. In: H.K. Hunt (ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction (pp. 72-91). Cambridge.
  • 21. Pauwels-Delassus, V., and Mogos Descotes, R. (2013). Brand name change: Can trust and loyalty be transferred? Journal of Brand Management, Vol. 20(8), pp. 656-669.
  • 22. Punniyamoorthy, M., and Mohan Raj Prasanna, M. (2007). An empirical model for brand loyalty measurement, Journal of Targeting, Measurement and Analysis for Marketing, Vol. 15(4), pp. 222-233.
  • 23. Tsai, H., and Huang, H. (2009). Online Consumer Loyalty: Why E-Tailers Should seek a High-Profile Leadership Position. Computers in Human Behavior, No. 25, pp. 1236-1237.
  • 24. Uncles, M.D., Dowling, G.R., and Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Consumer Marketing, Vol. 20, No. 4, pp. 294-316.
  • 25. Walker, M. (2014). Outsourcing Transport and Warehousing: Pricing, Honesty and Contentious Issues. Australian Freight Logistics Magazine, 25.03.2014.
  • 26. What is brand loyalty? https://marketbusinessnews.com/financial-glossary/brand-loyalty/, 10.04.2020.
  • 27. Xiao, Y.Q., Yong, H., Qinli, D.I., and Stokes, P. (2012). Reverse logistics network design model based on e-commerce. International Journal of Organizational Analysis, Vol. 20(2), pp. 251-261.
  • 28. Ying, Y., Wang, X., Ray, Y., Zhongb, R.Y., and Huang, G.Q. (2016). E-commerce logistics in supply, chain management: practice perspective. Procedia CIRP, Vol. 52, pp. 179-185.
  • 29. Yue, S. (2019). Logistics Distribution in E-Commerce Environment. Savonia University of Applied Sciences.
Typ dokumentu
Bibliografia
Identyfikator YADDA
bwmeta1.element.baztech-04627659-b4a9-490f-ab62-10c6f4d6ffd8
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