Differences between the Customer and Supplier Perception of the Usefulness of the Range and Quality of Logistics Services on the B2B Market

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216275%3A25310%2F15%3A39900262" target="_blank" >RIV/00216275:25310/15:39900262 - 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

Differences between the Customer and Supplier Perception of the Usefulness of the Range and Quality of Logistics Services on the B2B Market

Original language description

The quality of business relationships between suppliers and customers is of greater and greater importance. A wide range of products on the market results in the competition of an infinite number of products and the possibility of their substitution, which makes the necessity of creation and building of strong business relations, particularly on B2B markets, even more significant. This requires customization of the offered range of products to the preferences of individual customers and development of intangible assets within the system of customer care, particularly introduction of more perfect customer services and their provision in accordance with the customers' needs and wishes. It is essential to integrate and involve the customers in creation of the system of customer service and care even deeper and, within cooperation of the manufacturers and distribution intermediaries, to make the customers always satisfied completely, quickly, in time, and to a high standard. The level of this mutual interconnection is mainly given by the fact how much manufacturers and any other logistics chain entities know their customers, their needs, requirements, and preferences, how much both parties of the business relationship concur in their perception of the importance of individual aspects of the offer and services, and how much they actually fulfil the wishes and expectations of their customers. This paper presents a part of the outcomes of a primary quantitative research performed in 2014 and 2015 among manufacturers of selected chemical products and their processors. The research aimed to map the concords and variances between the customer and supplier perception of the usefulness of different logistics services and the attributes of their quality. It showed that manufacturers of the researched chemical products still have shortcomings in the knowledge of their customers' requirements and preferences in the area of logistics services and their provision.

Czech name

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Czech description

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Type

D - Article in proceedings

CEP classification

AE - Management, administration and clerical work

OECD FORD branch

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Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2015

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection

CLC 2015: Carpathian Logistics Congress: Congress Proceedings

ISBN

978-80-87294-64-2

ISSN

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e-ISSN

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Number of pages

6

Pages from-to

384-390

Publisher name

TANGER, spol. s r.o.

Place of publication

Ostrava

Event location

Jeseník

Event date

Nov 4, 2015

Type of event by nationality

EUR - Evropská akce

UT code for WoS article

000387950100059