Reverse Logistics: The Difference between Service and Manufacturing Industry
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F16%3A00087772" target="_blank" >RIV/00216224:14560/16:00087772 - isvavai.cz</a>
Result on the web
<a href="http://www.cambridgescholars.com/enhancing-customer-experience-in-the-service-industry" target="_blank" >http://www.cambridgescholars.com/enhancing-customer-experience-in-the-service-industry</a>
DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
Reverse Logistics: The Difference between Service and Manufacturing Industry
Original language description
This chapter examines reverse logistics management in services and presents some managerial issues of service companies concerning reverse logistics in comparison to manufacturing companies. The data were collected through personal interviews. The findings reveal several differences between reverse logistics in services compared to other industries. Specifically, we found that reverse logistics of services is driven substantially more often by issues surrounding customer relationships and marketing concerns, while corporate responsibility, concern for the environment, government regulation and cost reduction are more frequently drivers introduced by managers of manufacturing companies. Services, particularly in small-sized companies, are more innovative in their reverse logistics policies and the impact of reverse logistics on profitability is perceived substantially higher in comparison to manufacturers.
Czech name
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Czech description
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Classification
Type
C - Chapter in a specialist book
CEP classification
AE - Management, administration and clerical work
OECD FORD branch
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Result continuities
Project
<a href="/en/project/GA13-14704S" target="_blank" >GA13-14704S: Reverse Flows Management as a Means of Value Creation</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)
Others
Publication year
2016
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Book/collection name
Enhancing Customer Experience in the Service Industry: A Global Perspective
ISBN
1443884960
Number of pages of the result
28
Pages from-to
103-130
Number of pages of the book
281
Publisher name
Cambridge Scholars Publishing
Place of publication
Newcastle upon Tyne
UT code for WoS chapter
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