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1 – 5 of 5Rong Zhang, Hui Zhang and Bin Liu
The purpose of this paper is to establish an evaluation index system to select the reverse‐logistics servicer of electronic products, based on characteristics of electronic…
Abstract
Purpose
The purpose of this paper is to establish an evaluation index system to select the reverse‐logistics servicer of electronic products, based on characteristics of electronic products' recycling and reuse.
Design/methodology/approach
First of all, according to the characteristics of electronic products' recycling and reuse, an evaluation index system is designed to select its reverse‐logistics servicer, then the index weights are determined by factor analysis method based on abundant investigation. Finally, the fuzzy comprehensive evaluation method is used to evaluate and select a reverse‐logistics servicer of electronic products.
Findings
The results are convincing: an evaluation index system is developed according to the characteristics of electronic products' recycling and reuse, and then the index weights are determined by factor analysis method.
Practical implications
The method exposed in the paper can be used to evaluate and select a reverse‐logistics servicer of electronic products.
Originality/value
The paper succeeds in realising both designing of an evaluation index system according to characteristics of electronic products' recycling and reuse, and in determining the index weights by the factor analysis method based on abundant investigation.
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Keywords
Anees Gopalani and Kevin Shick
Today, almost all manufacturers provide after sales support services. But these services are usually the same across all of a company's product segments, and warranty terms and…
Abstract
Purpose
Today, almost all manufacturers provide after sales support services. But these services are usually the same across all of a company's product segments, and warranty terms and product support services are typically the same across the industry. Executives believe that if they invest in upgrading services, competitors would follow and eventually customers would no longer see differentiation or value, while the firm is left with higher costs. As such, service operation is not considered strategic to company.
Design/methodology/approach
The article defines what is meant by service enabled customer experience. Each of the six stages of customer buying processes – demand generation, browse and research, configure and quote, shop and transact, fulfill and support, and optimize experience are examined to assess services role – and their effects on loyalty and advocacy are examined. A case study and lessons learned form implementing Service Enabled Customer Experience (SECE) are provided.
Findings
Manufacturers have an opportunity to break free of the cycle of low customer loyalty and low margins by pursuing a Service Enabled Customer Experience strategy. This approach has been shown to increase customer loyalty and advocacy, ultimately increasing market share. Implementing Service Enabled Customer Experience strategy requires a shift in how services are viewed by the organization. But for those willing to make the commitment, the rewards are significant.
Originality/value
A well designed service program, targeted to the right segments and tightly integrated with the firms' operations can differentiate a brand, increase loyalty and provide a lasting competitive advantage.
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Vivek Gupta, Laxmi Gupta and Sanjay Dhir
The purpose of this paper is to analyze customers’ purchasing behavior with respect to perceived benefit and the perceived risk towards customer competency in firms. In this…
Abstract
Purpose
The purpose of this paper is to analyze customers’ purchasing behavior with respect to perceived benefit and the perceived risk towards customer competency in firms. In this research, the authors validate the concept of customer competency in eight dimensions (i.e. e-trust, quality of products and services, customer support, application design, reasonable price, availability of user-generated content, replacement and returns and risk in purchasing products) and examine empirically its impression on company’s decision-making performance.
Design/methodology/approach
The findings are based on an empirical analysis of survey data from 69 respondents and demonstrate a large, significant and positive relationship between customer competency and firm’s decision-making performance.
Findings
The results reveal that majorly three dimensions of competency, i.e. application design, reasonable price and user-generated content (UGC), will impact significantly the decision making performance of firm. This is the empirical study to conceptualize, operationalize and validate the concept of customer competency and to study its impact on decision-making performance. The validity of customer competency constructs as conceived and operationalized suggests the potential future scope by evaluating its relationship with possible antecedents and consequences. For practitioners, the result provides important guidelines for increasing firm’s decision-making performance through the use of customer behavior.
Research limitations/implications
Further in this research, it is critical to understand that other constructs of customer competency may likewise play an important part in the advancement of expectations of customers. These constructs comprise customers’ self-effectiveness, encouragement and innovation thinking (i.e. observed comparative advantage, complexity and compatibility) of business-to-customer firms in e-commerce. Future research studying these constructs could improve the understanding of success factors for e-commerce firms. The model used in this study can further be extended to understand the variance in a firm’s decision-making.
Originality/value
The prime target of this questionnaire was to gather all of the information about how consumers behave while interacting with e-commerce portals. The questions were based on the factors identified in literature reviews. Previous studies also look at consumer competency toward a particular internet portal and its vendors; however, through this survey, the authors want to look at how consumers behave while shopping on e-commerce portals. This was a clear representation of the authors’ research strategy.
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Luoyi Sun and Guang Song
The purpose of this paper is threefold. First, it describes the general characteristics of studies on logistics and supply chain education (L&SCE). Second, it classifies…
Abstract
Purpose
The purpose of this paper is threefold. First, it describes the general characteristics of studies on logistics and supply chain education (L&SCE). Second, it classifies identified papers on the basis of their main research methods and issues. Finally, it proposes some meaningful directions for future research.
Design/methodology/approach
Seventy-three papers published since 2000 in international peer-reviewed journals were reviewed using a systematic review methodology. The collected papers were analyzed and classified on the basis of research methods and issues.
Findings
It was found that most papers on L&SCE were published in journals in the logistics and supply chain management field and were conducted by either a single or mixed-method approach. The survey-based approach was the most preferred method. The contribution of this study is twofold. First, the identification of the five competencies and 49 skills required of logistics and supply chain talents was performed along with the analysis of the 42 courses and the teaching methods. Second, this study revealed some important aspects that have received inadequate attention in the literature and proposed potential research directions.
Originality/value
This paper provides academics and practitioners alike with a guide to extant literature. The proposed framework of the competencies and skills required of talents could be a guide to develop competence in both students and employees. The summary of the curriculum and the matrix of relationships between the relevant courses and competencies can be used by educators to improve L&SCE. Finally, the proposed research directions are meaningful for academics.
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