Conceptualization of External Knowledge Reverse Flows

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F17%3A00107136" target="_blank" >RIV/00216224:14560/17:00107136 - isvavai.cz</a>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Conceptualization of External Knowledge Reverse Flows

Popis výsledku v původním jazyce

Research in reverse logistics was previously focused mainly on manufacturing enterprises and on tangible reverse flows. However, with steady increasing proportion of services in GDP and with servitization of products, direction of further research in reverse logistics could aim on service sector and on intangible reverse flows, i.e. on information and especially on knowledge. The concept of gathering information from and about customers is not new and has been investigated by marketing researchers for a long time. Nevertheless, information about (dis)satisfaction of customers, their experience with products or complaints was gathered mainly in order to increase satisfaction, improve the experience or reduce the number of complaints. As one of the main purposes of reverse logistics is to reduce reverse flows, among others faulty products or services, this can be done by designing better products or services. However, companies need to obtain knowledge from customers in order to innovate products or services. Therefore, the purpose of this article is to introduce a conceptual framework the will help to analyze the current research that focuses on using knowledge from customers to reduce reverse flows. Using the designed framework, further research project will be introduced and briefly discussed.

Název v anglickém jazyce

Conceptualization of External Knowledge Reverse Flows

Popis výsledku anglicky

Research in reverse logistics was previously focused mainly on manufacturing enterprises and on tangible reverse flows. However, with steady increasing proportion of services in GDP and with servitization of products, direction of further research in reverse logistics could aim on service sector and on intangible reverse flows, i.e. on information and especially on knowledge. The concept of gathering information from and about customers is not new and has been investigated by marketing researchers for a long time. Nevertheless, information about (dis)satisfaction of customers, their experience with products or complaints was gathered mainly in order to increase satisfaction, improve the experience or reduce the number of complaints. As one of the main purposes of reverse logistics is to reduce reverse flows, among others faulty products or services, this can be done by designing better products or services. However, companies need to obtain knowledge from customers in order to innovate products or services. Therefore, the purpose of this article is to introduce a conceptual framework the will help to analyze the current research that focuses on using knowledge from customers to reduce reverse flows. Using the designed framework, further research project will be introduced and briefly discussed.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

<a href="/cs/project/GA16-16260S" target="_blank" >GA16-16260S: Přístup managementu k redukci zpětných toků ve vazbě na spokojenost zákazníků a neustálé zlepšování</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2017

Kód důvěrnosti údajů

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

Název statě ve sborníku

CLC 2016: CARPATHIAN LOGISTICS CONGRESS - CONFERENCE PROCEEDINGS

ISBN

9788087294765

ISSN

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e-ISSN

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Počet stran výsledku

6

Strana od-do

259-264

Název nakladatele

TANGER LTD, KELTICKOVA 62, SLEZSKA, OSTRAVA 710 00, CZECH REPUBLIC

Místo vydání

Ostrava

Místo konání akce

Zakopane, Poland

Datum konání akce

1. 1. 2016

Typ akce podle státní příslušnosti

EUR - Evropská akce

Kód UT WoS článku

000476913400036