Index

List of figures

List of tables

List of boxes

Foreword

Preface

Acknowledgments

Chapter 1: OVERLAPPING AREAS OF SUPPLY CHAIN AND MARKETING/ACHIEVING INTEGRATION BETWEEN SUPPLY CHAIN MANAGEMENT AND MARKETING

Research in Business-to-Business Marketing

Supply Chain Management: A Pillar for Business-to-Business Marketing

Chapter 2: CUSTOMER LOYALTY IN THE BUSINESS-TO-BUSINESS CONTEXT

Customer loyalty background

The Role of Switching Costs on Customer Loyalty

Linking Customer Satisfaction on Customer Loyalty

Customer Value and Its Impact on Customer Loyalty

Logistics Service Quality and Its Impact on Customer Loyalty.

Trust, Commitment and Customer Loyalty

The Role of Managing Returns on Customer Loyalty

Customer Loyalty and Word of Mouth

Chapter 3: THE ERA OF OMNICHANNEL

From Offline to Online: The Impact of Digitalisation

From Multichannel to Omni-Channel-The Company Perspective

B2B Digital Transformation and requirements

Commitment to Digital at a Strategic Level

Content

Experience

Data Mining and Big Data Analytics

Measuring Digital Impact Through Key Performance Indicators

Chapter 4: MANAGING THE SUPPLY CHAIN IN THE DIGITAL CONTEXT

New issues for supply chain operations

Inventory System

Picking Processes

Assortment

Delivery Velocity

Product Returns Management

Organisation

Information Technology Systems

Chapter 5: THEORY, METHODS AND PRACTICE FOR MEASURING CUSTOMER LOYALTY

Introduction

Applying Complexity Theory to Customer Loyalty in a Business-to-Business Context

Study A. Measuring Value Perception and Loyalty in the Business-to-Business Context

Data Collection, Survey Development and Sampling

Measurement of Variables

Method
1. Multiple Regression Analysis

Analysis and Results

Method
2. Qualitative Comparative Analysis Using Fuzzy Set Qualitative Comparative Analysis Software

Implementation of Contrarian Analysis

Procedure for Qualitative Comparative Analysis

Findings from the Qualitative Comparative Analysis

Study B. Measuring the Impact of Logistics Service Quality on Customer Loyalty

Data Collection and Survey Development

Sample Characteristics

Method
1. Multiple Regression Analysis

Method
2. Qualitative Comparative Analysis Using Fuzzy Set Qualitative Comparative Analysis Software

Procedure for Qualitative Comparative Analysis

Findings from the Qualitative Comparative Analysis

Chapter 6: CONCLUSION THOUGHTS AND FUTURE RESEARCH

Index