Purpose
The purpose of this paper is to identify the components of logistics value and examine their influence on customer satisfaction in e-commerce. This study investigates the moderation effect between those two variables using the overall service level in the different industries of e-commerce.
Design/methodology/approach
A total of 592 correctly filled questionnaires from telephone and web interviews (computer-assisted telephone interviews and computer-assisted web interviews) were scrutinized. Hierarchical linear modeling (as a part of a wider group of multilevel modeling studies) was used to verify the dependencies between variables from an organization and industry levels.
Findings
The logistics factors indicated and described in the paper differently affect the value for the customer. This value is subjective and dynamic. For this reason, the online seller should develop a system to create a sustainable value proposition. It is plausible due to the possibility of choosing the type of delivery, date of collection and change thereof, as well as that of returning the product. Because of all this, the customer decides on the way of the order execution and creates the value chain.
Research limitations/implications
The developed model is aimed at identifying universal relationships that create the customer satisfaction mechanism for the logistics value. However, this may result in other aspects of customer satisfaction being neglected. The authors are aware that the creation of value by a company in e-commerce must be approached in a systematic manner.
Practical implications
The results obtained and the representativeness of the surveyed sample of companies lead to the formulation of implications for business practice. The conclusions of the research definitely indicate a need to build awareness of logistics value and its influence on customer satisfaction through the service level in the industry. Because of the identified components of the logistics value and industry characteristics, managers of online retailers can better run their businesses, increase customer satisfaction, and thus improve their performance.
Originality/value
It is the first study that concerns e-commerce in individual industries, with particular emphasis on logistics and its impact on customer satisfaction.
Purpose: The aim of this paper is to provide the framework for management of reverse flow of materials in automotive industry. The emphasis is placed on the remanufacturing activities. Materials management in such conditions is a real challenge. The cause for this is parallel use of raw materials and reused materials. Such hybrid flows of materials are characterized by increased level of uncertainty connected with amount, quality and timing. Design/methodology/approach: This paper presents a comprehensive review of remanufacturing and traditional manufacturing. The stabilization of reverse flows is crucial for continuity of remanufacturing operations. The simulation model and results are discussed regarding stabilization of the reverse flows. Findings: Authors identify main problems that appear in the area of combining at the production system forward and reverse flows of materials. The agent-based technology is applied for configuration and stabilization of reverse network.
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