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