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In Search of Excellence in E-Customer Logistics Service

Author

Listed:
  • Ocicka Barbara

    (Department of Logistics, University of Lodz, Poland)

  • Raźniewska Marta

    (Department of Logistics, University of Lodz, Poland)

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.

Suggested Citation

  • Ocicka Barbara & Raźniewska Marta, 2016. "In Search of Excellence in E-Customer Logistics Service," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 49(1), pages 135-155, March.
    • Handle: RePEc:vrs:ijomae:v:49:y:2016:i:1:p:135-155:n:7
    DOI: 10.1515/ijme-2016-0007
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    More about this item

    Keywords

    e-customer logistics service; multi- and omnichannel distribution; cooperation on the e-market;
    All these keywords.

    JEL classification:

    • L21 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Business Objectives of the Firm
    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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