Publication details

Customer satisfaction and drivers and effects of reverse logistics management



Year of publication 2016
Type Article in Proceedings
Conference Carpathian Logistics Congress CLC 2015 Proceedings
MU Faculty or unit

Faculty of Economics and Administration

Field Management and administrative
Keywords reverse logistics management; drivers; effects; customer satisfaction
Description Customer satisfaction represents one of the main drivers of reverse logistics management besides other financial and nonfinancial reasons of interest to engage in managing reverse flows. Customer satisfaction thus should be also one of the performance effects or outcomes of reverse logistics management. However, the link between a driver and an effect needs not to be simple and straightforward due to the complexity of reality. The aim of the paper is to present results of the analysis of the rankings of reverse logistics management drivers and effects and correlations of customer satisfaction as the driver with different measures of effects of reverse logistics management. The findings from the empirical survey of 54 enterprises indicate that there is strong relationship between the level of perceived importance of this driver and perceived level of several prevalently market and effectiveness oriented effects on the contrary to efficiency oriented effects.
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