In Search of Excellence in E-Customer Logistics Service

Ocicka Barbara () and Raźniewska Marta ()
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Ocicka Barbara: Department of Logistics, University of Lodz, Poland
Raźniewska Marta: Department of Logistics, University of Lodz, Poland

International Journal of Management and Economics, 2016, vol. 49, issue 1, 135-155

Abstract: The e-commerce market has been developing very rapidly and changing traditional distribution systems. The development of online channels is matched by a similar evolution of companies’ logistics systems. As a consequence, logistics processes management now significantly influences e-customer service quality, which has emerged as a competitive advantage. The main goal of this paper is to identify e-commerce business models, modern distribution channels and management tools that would facilitate a continuous improvement in e-customer logistics service. Based on the literature and interviews with e-commerce services providers, we provide a plethora of good and best practices useful for managers in the rapidly developing and highly competitive e-commerce business.

Keywords: e-customer logistics service; multi- and omnichannel distribution; cooperation on the e-market (search for similar items in EconPapers)
JEL-codes: L21 L81 M15 (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:ijomae:v:49:y:2016:i:1:p:135-155:n:7

DOI: 10.1515/ijme-2016-0007

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