Digital customer service: overcoming the effects of customer resistance in shipping logistics
Digitalisation, supply chain ecosystem and customer service have become increasingly popular buzzwords in today’s globalised world and increasingly integrated supply chains. Within the shipping logistics industry, attempts to introduce and integrate various transformational digital technologie...
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| Format: | Final Year Project (FYP) |
| Language: | English |
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Nanyang Technological University
2022
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| Online Access: | https://hdl.handle.net/10356/163415 |
| _version_ | 1811688652723453952 |
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| author | Yeo, Ezra En Zhu |
| author2 | - |
| author_facet | - Yeo, Ezra En Zhu |
| author_sort | Yeo, Ezra En Zhu |
| collection | NTU |
| description | Digitalisation, supply chain ecosystem and customer service have become increasingly popular
buzzwords in today’s globalised world and increasingly integrated supply chains. Within the
shipping logistics industry, attempts to introduce and integrate various transformational digital
technologies have increased in the last few years, although the actual rate of digital transformation
has been much slower than expected.
An accurate conceptualisation of why digitalisation (henceforth digitisation) initiatives fail should
involve an understanding of the socio-cultural barriers to adoption and manifestations of
psychological resistance to change. This paper aims to identify and define the concept of
‘customer resistance’ (CR) as a primary cause of failed initiatives and examine the real-life
applicability of this idea within the scope of the shipping logistics supply chain. Based on the
findings, a set of potential solutions is proposed to overcome the phenomenon of CR. |
| first_indexed | 2024-10-01T05:35:37Z |
| format | Final Year Project (FYP) |
| id | ntu-10356/163415 |
| institution | Nanyang Technological University |
| language | English |
| last_indexed | 2024-10-01T05:35:37Z |
| publishDate | 2022 |
| publisher | Nanyang Technological University |
| record_format | dspace |
| spelling | ntu-10356/1634152022-12-06T03:28:52Z Digital customer service: overcoming the effects of customer resistance in shipping logistics Yeo, Ezra En Zhu - School of Civil and Environmental Engineering Jeremy Seow khengoon.seow@ntu.edu.sg Engineering::Maritime studies::Maritime management and business Digitalisation, supply chain ecosystem and customer service have become increasingly popular buzzwords in today’s globalised world and increasingly integrated supply chains. Within the shipping logistics industry, attempts to introduce and integrate various transformational digital technologies have increased in the last few years, although the actual rate of digital transformation has been much slower than expected. An accurate conceptualisation of why digitalisation (henceforth digitisation) initiatives fail should involve an understanding of the socio-cultural barriers to adoption and manifestations of psychological resistance to change. This paper aims to identify and define the concept of ‘customer resistance’ (CR) as a primary cause of failed initiatives and examine the real-life applicability of this idea within the scope of the shipping logistics supply chain. Based on the findings, a set of potential solutions is proposed to overcome the phenomenon of CR. Bachelor of Science (Maritime Studies) 2022-12-06T03:28:52Z 2022-12-06T03:28:52Z 2022 Final Year Project (FYP) Yeo, E. E. Z. (2022). Digital customer service: overcoming the effects of customer resistance in shipping logistics. Final Year Project (FYP), Nanyang Technological University, Singapore. https://hdl.handle.net/10356/163415 https://hdl.handle.net/10356/163415 en MS44 application/pdf Nanyang Technological University |
| spellingShingle | Engineering::Maritime studies::Maritime management and business Yeo, Ezra En Zhu Digital customer service: overcoming the effects of customer resistance in shipping logistics |
| title | Digital customer service: overcoming the effects of customer resistance in shipping logistics |
| title_full | Digital customer service: overcoming the effects of customer resistance in shipping logistics |
| title_fullStr | Digital customer service: overcoming the effects of customer resistance in shipping logistics |
| title_full_unstemmed | Digital customer service: overcoming the effects of customer resistance in shipping logistics |
| title_short | Digital customer service: overcoming the effects of customer resistance in shipping logistics |
| title_sort | digital customer service overcoming the effects of customer resistance in shipping logistics |
| topic | Engineering::Maritime studies::Maritime management and business |
| url | https://hdl.handle.net/10356/163415 |
| work_keys_str_mv | AT yeoezraenzhu digitalcustomerserviceovercomingtheeffectsofcustomerresistanceinshippinglogistics |