Customer satisfaction and drivers and effects of reverse logistics management

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F15%3A00084585" target="_blank" >RIV/00216224:14560/15:00084585 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
Customer satisfaction and drivers and effects of reverse logistics management
Original language description
Customer satisfaction represents one of the main drivers of reverse logistics management besides other financial and nonfinancial reasons of interest to engage in managing reverse flows. Customer satisfaction thus should be also one of the performance effects or outcomes of reverse logistics management. However, the link between a driver and an effect needs not to be simple and straightforward due to the complexity of reality. The aim of the paper is to present results of the analysis of the rankings ofreverse logistics management drivers and effects and correlations of customer satisfaction as the driver with different measures of effects of reverse logistics management. The findings from the empirical survey of 54 enterprises indicate that there isstrong relationship between the level of perceived importance of this driver and perceived level of several prevalently market and effectiveness oriented effects on the contrary to efficiency oriented effects.
Czech name
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Czech description
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Publication year
2015
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
Carpathian Logistics Congress CLC 2015 Proceedings
ISBN
9788087294611
ISSN
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e-ISSN
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Number of pages
6
Pages from-to
1-6
Publisher name
Tanger Ltd.
Place of publication
Ostrava
Event location
Jeseník, Czech Republic
Event date
Jan 1, 2015
Type of event by nationality
EUR - Evropská akce
UT code for WoS article
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