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Customer Orientation and Marketing in Containerized Freight Distribution and Logistics - Perspectives of the Czech Republic

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  • Petr Jirsák
  • Petr Kolář

Abstract

The objective of this research is to analyze the customer service orientation and policy of Czech logistics providers (3PLs), global shipping lines and multimodal transport operators (MTOs). Evaluating customer orientation in the market of transport and logistics is a highly complex task. To obtain the data necessary for an informed analysis, open interviews will be made and questionnaires will be distributed to the relevant companies' managers in the Czech Republic. Due to the concentration of container and logistics activity within the relatively small number of important market players active in the country's market, the approach of market characteristics will be case study based. Moreover, the research will offer an important analysis of the shipping lines' and logistics providers' services in terms of customer service policy in the Czech Republic. If possible and feasible given the data, a survey of customer perspectives will also be undertaken. The conceptual part of the paper focuses on a literature review, methodology and anticipated results only.

Suggested Citation

  • Petr Jirsák & Petr Kolář, 2012. "Customer Orientation and Marketing in Containerized Freight Distribution and Logistics - Perspectives of the Czech Republic," Central European Business Review, Prague University of Economics and Business, vol. 2012(3), pages 46-50.
    • Handle: RePEc:prg:jnlcbr:v:2012:y:2012:i:3:id:30:p:46-50
    DOI: 10.18267/j.cebr.30
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    References listed on IDEAS

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    1. R. Chumpitaz & N. Paparoidamis, 2007. "Service quality, relationship satisfaction, trust, commitment, and business-to-business loyalty," Post-Print hal-00199063, HAL.
    2. Murphy, Paul R. & Daley, James M. & Hall, Patricia K., 1997. "Carrier selection: Do shippers and carriers agree, or not?," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 33(1), pages 67-72, March.
    3. Roger F. Brooks & Ian N Lings & MARTINA A BOTSCHEN, 1999. "Internal Marketing and Customer Driven Wavefronts," The Service Industries Journal, Taylor & Francis Journals, vol. 19(4), pages 49-67, October.
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    Cited by:

    1. Petr Kolář, 2013. "Container Shipping Market Dimensions and Customer Orientation in the Czech Republic," Central European Business Review, Prague University of Economics and Business, vol. 2013(4), pages 50-53.

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    More about this item

    Keywords

    container shipping; customer orientation; logistics provider; multimodal transport operator; shipping line;
    All these keywords.

    JEL classification:

    • L91 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Transportation: General
    • M16 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - International Business Administration
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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