Logistic Service as a Determinant of Customer Loyalty in E-commerce

• Autorzy: Dagmara Skurpel
• Języki publikacji: EN

Abstrakty

EN

Purpose: The purpose of this article is to indicate the importance of logistic customer service for building customer loyalty in e-commerce. Design/methodology/approach: The work is of theoretical and empirical nature. The theoretical part was based on the literature on the subject. The empirical part presents analyzes of a secondary study and the results of own research conducted by the author. Findings: Based on the study, it has been shown that the logistics aspects of electronic commerce expressed in the 7R rule are the foundation for creating satisfaction, and thus e-customer loyalty. Research limitations/implications: In the future, it is advised to conduct ongoing research and analysis of customer expectations for e-commerce logistics to respond, in advance, to changing customer preferences. Practical implications: The research results can be a starting point for building customer service strategies by electronic commerce entities. Social implications: Research shows how digitization affects changes in trade, not just electronics. Originality/value: The article is addressed to business practitioners, e-commerce managers, as well as academics and students interested in the subject of customer loyalty and e-commerce. (original abstract)

Słowa kluczowe

EN

e-commerce; Logistic services; Customer loyalty

PL

Handel elektroniczny; Usługi logistyczne; Lojalność klientów

• Czasopismo: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
• Rocznik: 2020
• Numer: z. 147 Modernity of industry and services
• Strony: 259--275

Twórcy

autor

Dagmara Skurpel

• University of Lodz

Bibliografia

• 1. Andrew, J.T., and Yap, S. (2013). Corporate branding, emotional attachment and brand loyalty: The case of luxury fashion branding. Journal of Fashion Marketing and Management, Vol 17(4), pp. 403-423.
• 2. Atkins, B. (2019). Logistics In The E-Commerce Era. Forbes, https://www.forbes.com/ sites/betsyatkins/2019/05/06/logistics-in-the-e-commerce-era/

Identyfikatory

DOI

10.29119/1641-3466.2020.147.20