Reverse logistics for recycling: The customer service
Customer service is a central concern in the logistics practice and a study topic in the forward logistics research. This article investigates the elements of customer service and their importance in reverse logistics for recycling. Since consumer is the first intervenient in any reverse system that...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
International Journal of Business Science and Applied Management
2009-01-01
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| Series: | International Journal of Business Science and Applied Management |
| Subjects: | |
| Online Access: | http://www.business-and-management.org/download.php?file=2009/4_1--1-17-Oom_do_Valle,Menezes,Reis,Rebelo.pdf |
| _version_ | 1818967469116620800 |
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| author | Reis, E. Menezes, J. Oom do Valle, P. Rebelo, E. |
| author_facet | Reis, E. Menezes, J. Oom do Valle, P. Rebelo, E. |
| author_sort | Reis, E. |
| collection | DOAJ |
| description | Customer service is a central concern in the logistics practice and a study topic in the forward logistics research. This article investigates the elements of customer service and their importance in reverse logistics for recycling. Since consumer is the first intervenient in any reverse system that aims to recycle household residues, the provision of an adequate customer service gains an increased importance. Applying multivariate statistical methods (exploratory factor analysis, confirmatory factor analysis and discriminant analysis) to the data from a sample of 267 Portuguese citizens, this study identifies the levels of customer service in this reverse logistics chain and evaluates their relative importance in achieving consumers’ participation. The study finds that, as in forward logistics, the customer service in reverse channels for recycling also has a hard and a soft level, being the former more important than the later. The results of this research suggest important guidelines to improve such a complex logistics service. |
| first_indexed | 2024-12-20T13:49:17Z |
| format | Article |
| id | doaj.art-a17a56b5d80b498baef3482452f83354 |
| institution | Directory Open Access Journal |
| issn | 1753-0296 |
| language | English |
| last_indexed | 2024-12-20T13:49:17Z |
| publishDate | 2009-01-01 |
| publisher | International Journal of Business Science and Applied Management |
| record_format | Article |
| series | International Journal of Business Science and Applied Management |
| spelling | doaj.art-a17a56b5d80b498baef3482452f833542022-12-21T19:38:34ZengInternational Journal of Business Science and Applied ManagementInternational Journal of Business Science and Applied Management1753-02962009-01-0141117Reverse logistics for recycling: The customer serviceReis, E.Menezes, J.Oom do Valle, P.Rebelo, E.Customer service is a central concern in the logistics practice and a study topic in the forward logistics research. This article investigates the elements of customer service and their importance in reverse logistics for recycling. Since consumer is the first intervenient in any reverse system that aims to recycle household residues, the provision of an adequate customer service gains an increased importance. Applying multivariate statistical methods (exploratory factor analysis, confirmatory factor analysis and discriminant analysis) to the data from a sample of 267 Portuguese citizens, this study identifies the levels of customer service in this reverse logistics chain and evaluates their relative importance in achieving consumers’ participation. The study finds that, as in forward logistics, the customer service in reverse channels for recycling also has a hard and a soft level, being the former more important than the later. The results of this research suggest important guidelines to improve such a complex logistics service.http://www.business-and-management.org/download.php?file=2009/4_1--1-17-Oom_do_Valle,Menezes,Reis,Rebelo.pdfreverse logisticscustomer servicemultivariate statistics |
| spellingShingle | Reis, E. Menezes, J. Oom do Valle, P. Rebelo, E. Reverse logistics for recycling: The customer service International Journal of Business Science and Applied Management reverse logistics customer service multivariate statistics |
| title | Reverse logistics for recycling: The customer service |
| title_full | Reverse logistics for recycling: The customer service |
| title_fullStr | Reverse logistics for recycling: The customer service |
| title_full_unstemmed | Reverse logistics for recycling: The customer service |
| title_short | Reverse logistics for recycling: The customer service |
| title_sort | reverse logistics for recycling the customer service |
| topic | reverse logistics customer service multivariate statistics |
| url | http://www.business-and-management.org/download.php?file=2009/4_1--1-17-Oom_do_Valle,Menezes,Reis,Rebelo.pdf |
| work_keys_str_mv | AT reise reverselogisticsforrecyclingthecustomerservice AT menezesj reverselogisticsforrecyclingthecustomerservice AT oomdovallep reverselogisticsforrecyclingthecustomerservice AT rebeloe reverselogisticsforrecyclingthecustomerservice |