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This paper aims to examine the influence of distribution systems and customer loyalty on firm performance.

Efficiency scores and profitability are used as the proxies for performance. The data envelopment analysis approach is used to calculate efficiency scores. The sample is from the Taiwanese life insurance industry.

The results suggest that a multiple distribution channel strategy performs worse than a single distribution channel strategy in terms of efficiency and profitability. It is also found that agent turnover rate is negatively related to technical efficiency, cost efficiency, and profitability. The evidence also suggests that insurers with higher customer loyalty perform better than insurers with lower customer loyalty.

The paper's results can assist insurers to make decisions on distribution channels and improve agent turnover rate and customer loyalty.

A transaction cost analysis model of the situations in which small knowledge‐intensive firms use multiple distribution channels to serve a foreign market is developed. The central argument is that integrated modes are generally preferred, as they facilitate protection of knowledge‐based assets and the provision of high levels of customer service and support. However, it is hypothesised that either plural or hybrid selling may be used, if assets can be protected in other ways, as a response to environmental diversity, when sales volumes are sufficient to support multiple channels, and in relatively mature markets, where sales growth has started to plateau. Data gathered from Canadian software developers generally support these propositions. The results help the managers of knowledge‐intensive firms to identify some of the circumstances in which multiple export channels might be deployed to enhance sales performance in a foreign market.

This study aims to capture how the association between a multichannel relational communication strategy (MRCS) and customer performance is contingent upon such customer performance (low- versus high-performance customers) and to reconcile past contradictory results in this marketing-related topic. To this end, the authors propose and validate the method of quantile regression as an unconventional, yet effective, means to proceed to that reconciliation.

This study collected data from 4,934 customers of a private pension fund firm and accounted for both firm- and customer-initiated relational communication channels (RCCs) and for customer lifetime value (CLV). This study estimated a generalized linear model and then a quantile regression model was used to account for customer performance heterogeneity.

This study finds that specific RCCs present different levels of association with performance for low- versus high-performance customers, where outcome customer performance is the dependent variable. For example, the relation between firm-initiated communication (FIC) and performance is stronger for low-CLV customers, whereas the relation between customer-initiated communication (CIC) and performance is increasingly stronger for high-CLV customers but not for low-CLV ones. This study also finds that combining different forms of FIC can result in a negative association with customer performance, especially for low-CLV customers.

The authors tested the conceptual model in one single firm in the specific context of financial services and with cross-sectional data, so there should be caution when extrapolating this study’s findings.

This study offers nuanced and precise managerial insights on recommended resource allocation along with relational communication efforts, showing how managers can benefit from adopting a differentiated-customer performance approach when designing their MRCS.

This study provides an overview of the state of the art of MRCS, proposes a contingency analysis of the relationship between MRCS and performance based on customer performance heterogeneity and suggests the quantile method to perform such analysis and help reconcile past contradictory findings. This study shows how the association between RCCs and CLV varies across the conditional quantiles of the distribution of customer performance. This study also addresses a recent call for a more holistic perspective on the relationships between independent and dependent variables.

Given the progressive growth of e-commerce sales and the rising interest in omni-channel (OC) retailing amongst academics and practitioners, the purpose of this paper is to provide an up-to-date literature review on the logistics involved when moving towards OC retailing. Specifically, we have examined the main issues relating to e-fulfilment and distribution, highlighting how the topic has been developed over time, and identifying the most promising research streams for the near future.

A systematic literature review methodology is adopted. The review is based on 58 papers published from 2002 to 2017 in 34 international journals. The papers were analysed and categorised according to their defining characteristics, methodologies adopted and themes addressed.

This paper provides an overview of the main issues relating to e-fulfilment and distribution experienced by companies shifting towards OC, mapped along three dimensions: distribution network design, inventory and capacity management, delivery planning and execution. Despite the growing interest in OC retailing, many key topics are still under-represented, including the evolution of retail distribution networks, assortment planning over multiple channels, the logistics role played by stores in the delivery process and the interplay between different logistics aspects.

The paper offers insights into the main logistics issues in MC and OC retailing, as well as highlights potential fields for further investigation. From a managerial perspective, this paper is useful for retailers adopting an OC approach to guide their future efforts concerning their business logistics model.

The purpose of this paper is to clarify the different roles and implications of a manufacturer's branded retail operations on its international strategy. The roles are analyzed through two dimensions, brand strength and the role of branded retail as a sales channel.

A multiple case study approach is used to look at the international development of branded retail in four companies, LEGO, Nokia, Iittala and H & M.

This study finds that there are at least two approaches to implementing branded retail strategy internationally that can be and often are overlapping. Emphasis on branding appears to be important in both approaches. However, the role of the branded retail as a direct sales channel differs between the case companies. The paper discusses and demonstrates the importance and role of branded retail for companies not generally seen as retailers, from both sales and brand management perspectives.

The paper contributes by narrowing the evident research gap regarding this current and seemingly global phenomenon.

This paper consolidates and presents the results of a work conducted to fabricate micro-channels on titanium grade-2 material by ultrasonic machining process (USM). In this research, the effects of important USM parameters, namely, kind of abrasives and its size, concentration of slurry, USM power rating and feed rate, have been probed on micro-channels quality for average surface roughness and process throughput in the form of material removal rate.

Multiple micro-channels on commercially pure titanium (i.e. Ti grade-2) have been fabricated in a single pass by employing micro-tool based USM process. Taguchi-based L18 (mixed level) OA has been selected for experimental design. Analysis of variance (ANOVA) study and regression modeling have also been done. Non-Dominated Sorting Genetic Algorithm (NSGA-II) has been used for process optimization to get optimum values of material removal rate (MRR) and surface roughness (SR).

The influence of important USM variables on SR and MRR have been investigated, and NSGA-II-based multi-response optimization has been done. The best surface roughness values obtained via NSGA-II solution for SiC and B₄C are 0.354 µm and 1.303 µm, respectively. Scanned electron microscopic investigation proves the fabrication of micro-channels with smooth surfaces, and minimum burrs and other defects. The material removed from the surface was due to ductile fractures.

Miniaturization is a modern trend these days to solve many precision, scientific and industrial problems. To manufacture precise micro-products, shapes and features, advanced and micro-machining processes can play a very prominent role. Micro-channels are typical micro-features required in micro-fluidic applications like micro heat exchangers and micro-pumps. Exhaustive review of existing research work indicated that precision micromachining of various materials can be effectively performed using USM, though not much work has been undertaken to explore the feasibility of multiple micro-channels in a single run using USM. The current work fulfills the gap, where multiple micro-channels on commercially pure titanium (i.e. Ti grade-2) have been fabricated in a single pass by employing micro-tool-based USM process.

The purpose of this paper is to design a sustainable supply chain network (SCN) for omnichannel environment in order to provide better service to customers through flexible distribution. Thus, there is a need to incorporate multiple-channel distribution in the network design of supply chains (SCs).

A multiple-channel distribution supply chain network (MCDSCN) has been proposed under omnichannel environment. This proposed model integrates online giants with local retailer’s distribution network in an uncertain environment with sustainability. To incorporate sustainability, an objective function is added to reduce carbon content along with other objectives of minimization of SC cost. The model turns out to be mixed-integer linear programming model which is coded in GAMS and solved using CPLEX solver.

The proposed MCDSCN model is compared with conventional SCN. Furthermore, it was found that the proposed MCDSCN model has achieved significant saving in SC cost and is also more sustainable than conventional SCN. The proposed model also enables online giants to integrate their distribution network with local retailer’s distribution network.

Through proposed model, customers are free to access product and services as per their choice of channels which increases their convenience, reach and satisfaction.

The proposed MCDSCN model is a novel approach to design flexible distribution systems. This would significantly help organizations to design their distribution network more effectively to meet global competition.

The aim of this chapter is to reflect on the strengths of the different core concepts within the dual marketing (DM) arena; evaluate the strategic features of these core concepts in practice; assess how these concepts may provide insights into the development and management of DM; investigate how organisations manage their DM strategy and the extent to which stakeholders are involved in this process; explore how to manage and develop the DM strategy in different settings and contexts.

Customer journeys have become an increasingly important topic in service management and design. The purpose of this paper is to review customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing.

The study was conducted as a systematic literature review. Searches in Google Scholar, Scopus, Web of Knowledge, ACM Digital Library, and ScienceDirect identified 45 papers for the analysis. The papers were analyzed with respect to customer journey terminology and approaches, the relation to customer experience, the referenced background, and the use of visualizations.

Across the reviewed literature, customer journeys are described not only as a means to take the viewpoint of the customer, but also to reach insight into their experiences. A rich and at times incoherent customer journey terminology is analyzed and discussed, as are two emerging customer journey approaches: customer journey mapping (analysis of a service process “as is”) and customer journey proposition (generative activities leading toward a possible service “to be”).

The review is limited to analyzing and making claims on research papers that explicitly apply the term customer journey. In most of the reviewed papers, customer journeys are not the main object of interest but are discussed as one of several topics.

A nuanced discussion of customer journey terminology and approaches is provided, supporting the practical application of a customer journey perspective.

The review contributes a needed common basis for future customer journey research and practice.

The final chapter of the book titled ‘Beyond multi-channel marketing: Critical Issues in Dual Marketing’ aims at summarising issues related to the concept of dual marketing (DM). Starting from the analysis of a structured literature review on the selected subject, spread across three decades and reflecting on the different contributions of the research showed in the present book, the chapter tries to open the path to giving to the topic a new guise. In order to fulfil this duty, not only works on DM and multichannel marketing were taken into account, but also other research paths that share several features with the main topic were under scrutiny.