揭示数字供应商管理库存系统中客户满意度驱动因素的概念框架

IF 3 Q2 MANAGEMENT
Aihie Osarenkhoe, Daniella Fjellström, Tove Gioeli, Anna Backer-Meurke
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引用次数: 0

摘要

现有文献呼吁进一步探讨影响工业自动售货机解决方案(IVS)客户满意度的因素,这是一种独特的供应商管理库存方法。本研究深入探讨了这些因素,确定了 B2B IVS 满意度的主要驱动因素、服务质量感知以及信任和承诺指标。通过对 B2B 客户进行深入的半结构式访谈,研究了 IVS 的执行如何影响服务质量感知,重点关注效率、用户友好性和及时性这些关键的满意度驱动因素。客户与供应商关系中的信任会对供应商的承诺产生积极影响。成功实施 IVS 系统可以加强库存控制、客户服务和成本管理。供应链经理可以利用这些见解来评估自动售货机解决方案。未来的研究可以探索供应商对供应商管理库存(VMI)成功的看法,并开展更大规模的定量研究。本研究与众不同之处在于,它侧重于 B2B IVS 环境中客户满意度和服务质量感知的主要驱动因素。它为在 IVS 中管理客户满意度、产品开发和营销策略提供了一个概念框架,填补了 VMI 环境下 IVS 文献的空白。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Conceptual Framework for Unlocking Customer Satisfaction Drivers in Digital Vendor-Managed Inventory Systems
There are calls in the extant literature for further exploration into the factors influencing customer satisfaction in industrial vending solutions (IVS), a distinct vendor-managed inventory method. This study delves into these factors, identifying primary drivers of satisfaction, perceptions of service quality, and indicators of trust and commitment in B2B IVS. It examines how IVS execution impacts perceived service quality through in-depth semi-structured interviews with B2B customers, focusing on efficiency, user-friendliness, and timeliness as key satisfaction drivers. Trust in the customer–supplier relationship positively affects commitment to the supplier. Successful IVS implementation enhances inventory control, customer service, and cost management. Supply chain managers can use these insights to evaluate vending solutions. Future research could explore supplier perceptions of vendor-managed inventory (VMI) success and conduct larger quantitative studies. This study distinguishes itself by focusing on the primary drivers of customer satisfaction and the perception of service quality in B2B IVS environments. It offers a conceptual framework for managing customer satisfaction, product development, and marketing strategies in IVS, addressing a gap in the literature on IVS within VMI contexts.
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来源期刊
CiteScore
4.80
自引率
10.00%
发文量
151
审稿时长
11 weeks
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