An increasing number of exchanges in the marketplace are deeply related to logistics. Globalization of trade and economy, diffusion of electronic commerce, spreading of multi-channel buying behaviour claim for a great role of logistics in common business to consumer context. But, does it really matter for consumer? Are logistics activities a source of value creation for the customer and, therefore, a source of customer based competitive advantage? Basing on existing contribution exploring the role of logistics in customer value chain, we propose to analyze customer preferences by the means of five dimension strictly related to logistics activities: assortment, personnel contact quality, information and procedures, order release quantity, time. We also present a preliminary test on the validity of the dimensional structure and derive directions for future research.
The value of logistics service for the customer: bridging marketing concepts and operations management framework
REA, ANDREA;COZZOLINO, ALESSIO;
2009
Abstract
An increasing number of exchanges in the marketplace are deeply related to logistics. Globalization of trade and economy, diffusion of electronic commerce, spreading of multi-channel buying behaviour claim for a great role of logistics in common business to consumer context. But, does it really matter for consumer? Are logistics activities a source of value creation for the customer and, therefore, a source of customer based competitive advantage? Basing on existing contribution exploring the role of logistics in customer value chain, we propose to analyze customer preferences by the means of five dimension strictly related to logistics activities: assortment, personnel contact quality, information and procedures, order release quantity, time. We also present a preliminary test on the validity of the dimensional structure and derive directions for future research.
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