Study on the forming mechanism of the logistics service delivery capability based on customer equity

Author

Mingfei, Liu ; Qiong, Wang ; Yuanjian, Qin

Author_Institution

Sch. of Manage., Wuhan Univ. of Technol., Wuhan, China

Volume

2

fYear

2010

fDate

9-10 Jan. 2010

Firstpage

918

Lastpage

921

Abstract

Customer equity has impact on long term benefits of any logistics enterprise. Customer equity-oriented logistics service delivery is essentially a process of delivering customer service value. Logistics service delivery capacity has strong influence on the performance of delivery. In customer equity model, value equity, brand equity and relationship equity are three main drivers of customer equity. On the basis of the model, this paper analyzed the forming mechanism of customer-oriented logistics service delivery capability and established a framework of logistics service delivery capability which mainly has three dimensions: core value delivery capability, brand value delivery capability and relationship value delivery capability. This paper also went deep into specific components of each dimension.

Keywords

customer satisfaction; customer services; logistics; brand equity; brand value delivery capability; core value delivery capability; customer equity; customer service value; delivery performance; logistics enterprise; logistics service delivery capability; relationship equity; relationship value delivery capability; value equity; Costs; Customer service; Logistics; Marketing management; Quality control; Quality management; Supply chain management; Supply chains; Sustainable development; Technology management; Customer Equity; Delivery Capability; Logistics Service;

fLanguage

English

Publisher

ieee

Conference_Titel

Logistics Systems and Intelligent Management, 2010 International Conference on

Conference_Location

Harbin

Print_ISBN

978-1-4244-7331-1

Type

conf

DOI

10.1109/ICLSIM.2010.5461049

Filename

5461049