An investigation of perception gap of reverse logistics service quality: the case of mobile phone industry

Autor:	Shiou Yu Chen, Hsiu Yu Chang, Tzong Ru Lee
Rok vydání:	2007
Předmět:	Service (business) Engineering Service quality Supply chain management business.industry Supply chain Geography Planning and Development Warranty Reverse logistics Management Monitoring Policy and Law Mobile phone Customer satisfaction Operations management business Industrial organization
Zdroj:	International Journal of Global Environmental Issues. 7:25
ISSN:	1741-5136 1466-6650
DOI:	10.1504/ijgenvi.2007.012075
Popis:	In the current competitive market, many enterprises face the fierce competitions that are between the companies and also between supply chains. From the whole supply chain point of view, complete circulating logistic systems must include forward logistics and Reverse Logistics (RL). This study uses the PZB Model and the reverse logistics service models to analyse service quality and customer satisfaction in the mobile phone industry. The following are the enumeration identified by this study. There are six priority improvements for enterprises: (1) transparent price for accessories and repair, (2) high zeal for solving the recycle of accessories, (3) free charge for product upgrade and service within the warranty period, (4) convenient product return and exchange service, (5) free checking of the function and (6) active notice after repair.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::69b1ac11ce0a0dc2fdbfdfd814a9840a https://doi.org/10.1504/ijgenvi.2007.012075 Zobrazit plný text záznamu