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

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2015

Kód důvěrnosti údajů

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

Název statě ve sborníku

CLC 2015: Carpathian Logistics Congress: Congress Proceedings

ISBN

978-80-87294-64-2

ISSN

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e-ISSN

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Počet stran výsledku

6

Strana od-do

384-390

Název nakladatele

TANGER, spol. s r.o.

Místo vydání

Ostrava

Místo konání akce

Jeseník

Datum konání akce

4. 11. 2015

Typ akce podle státní příslušnosti

EUR - Evropská akce

Kód UT WoS článku

000387950100059