REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTION

Detalhes bibliográficos
Autor(a) principal: Giacobo, Fabiano
Data de Publicação: 2013
Outros Autores: Estrada, Rolando, Sergio Ceretta, Paulo
Tipo de documento: Artigo
Idioma: por
Título da fonte: REAd (Porto Alegre. Online)
Texto Completo: https://seer.ufrgs.br/index.php/read/article/view/42642
Resumo: The reverse logistics is strongly associated with environmental issues of final destination of goods after consumption. However, the reverse logistics may also be a potential component in the after-sales period as a means of enhancing customer satisfaction, by aggregating value to the product, increasing the company’s profitability, and providing a competitive advantage face to competition. The purpose of this study is to present an adaptation to the strategic connection model presented by Christopher (1986), as well as a set of steps that can help the development of reverse logistics strategies. Another study goal is to introduce the reverse logistics, not only as a costs center, necessary when dealing with environment preservation, but also as a strategic differential that may benefit customers, companies, and shareholders. 
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spelling REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTIONLOGÍSTICA REVERSA: LA SATISFACCION DEL CLIENTE EM EL POSVENTALOGÍSTICA REVERSA: A SATISFAÇÃO DO CLIENTE NO PÓS-VENDAReverse LogisticsCustomer ServiceConsumersLogística ReversaServicio al ClienteConsumidoresLogística ReversaServiço ao ClienteConsumidoresThe reverse logistics is strongly associated with environmental issues of final destination of goods after consumption. However, the reverse logistics may also be a potential component in the after-sales period as a means of enhancing customer satisfaction, by aggregating value to the product, increasing the company’s profitability, and providing a competitive advantage face to competition. The purpose of this study is to present an adaptation to the strategic connection model presented by Christopher (1986), as well as a set of steps that can help the development of reverse logistics strategies. Another study goal is to introduce the reverse logistics, not only as a costs center, necessary when dealing with environment preservation, but also as a strategic differential that may benefit customers, companies, and shareholders. La logística reversa está bastante asociada a las cuestiones ambientales de destinación final de bienes después de su consumo. Todavía, la logística reversa también puede ser un componente potencial en lo que tañe la posventa en el aprimoramiento de la satisfacción del cliente, agregando valor al producto, aumentando la rentabilidad de la empresa y proporcionando una ventaja competitiva frente a la concurrencia. Este estudio visa presentar una adaptación al modelo de conexión estratégico, presentado por Christopher (1986) y, también, presentar un conjunto de etapas que podrán auxiliar en el desarrollo de estrategias de logística reversa. Otro objetivo del estudio es presentar la logística reversa, no solamiente como un centro de costos, necesario cuando se refiere a la preservación de medio ambiente, pero también como un diferencial estratégico que puede traer beneficios para clientes, empresas y accionistas.A logística reversa está bastante associada às questões ambientais de destinação final de bens após seu consumo. Porém, a logística reversa também pode ser um componente potencial no que tange à pós-venda no aprimoramento da satisfação do cliente, agregando valor ao produto, aumentando a rentabilidade da empresa e proporcionando uma vantagem competitiva frente à concorrência. Este estudo visa apresentar uma adaptação ao modelo de conexão estratégico, apresentado por Christopher (1986) e, também, apresentar um conjunto de etapas que poderão auxiliar no desenvolvimento de estratégias de logística reversa. Outro objetivo do estudo é apresentar a logística reversa, não somente como um centro de custos, necessário quando se refere à preservação do meio-ambiente, mas também como um diferencial estratégico que pode trazer benefícios para clientes, empresas e acionistas.Universidade Federal do Rio Grande do Sul2013-09-16info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionScientific Article;artículo científico;Avaliado pelos paresartigo científico;application/pdfhttps://seer.ufrgs.br/index.php/read/article/view/42642Electronic Review of Administration; Vol. 9 No. 5 (2003): Edição 35 - Set/Out 2003Revista Electrónica de Administración; Vol. 9 Núm. 5 (2003): Edição 35 - Set/Out 2003Revista Eletrônica de Administração; v. 9 n. 5 (2003): Edição 35 - Set/Out 20031413-23111980-4164reponame:REAd (Porto Alegre. Online)instname:Universidade Federal do Rio Grande do Sul (UFRGS)instacron:UFRGSporhttps://seer.ufrgs.br/index.php/read/article/view/42642/27029Giacobo, FabianoEstrada, RolandoSergio Ceretta, Pauloinfo:eu-repo/semantics/openAccess2013-09-16T19:17:18Zoai:seer.ufrgs.br:article/42642Revistahttp://seer.ufrgs.br/index.php/read/indexPUBhttps://seer.ufrgs.br/read/oaiea_read@ufrgs.br1413-23111413-2311opendoar:2013-09-16T19:17:18REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS)false
dc.title.none.fl_str_mv REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTION
LOGÍSTICA REVERSA: LA SATISFACCION DEL CLIENTE EM EL POSVENTA
LOGÍSTICA REVERSA: A SATISFAÇÃO DO CLIENTE NO PÓS-VENDA
title REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTION
spellingShingle REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTION
Giacobo, Fabiano
Reverse Logistics
Customer Service
Consumers
Logística Reversa
Servicio al Cliente
Consumidores
Logística Reversa
Serviço ao Cliente
Consumidores
title_short REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTION
title_full REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTION
title_fullStr REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTION
title_full_unstemmed REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTION
title_sort REVERSE LOGISTICS: AFTER-SALES CUSTOMER SATISFACTION
author Giacobo, Fabiano
author_facet Giacobo, Fabiano
Estrada, Rolando
Sergio Ceretta, Paulo
author_role author
author2 Estrada, Rolando
Sergio Ceretta, Paulo
author2_role author
author
dc.contributor.author.fl_str_mv Giacobo, Fabiano
Estrada, Rolando
Sergio Ceretta, Paulo
dc.subject.por.fl_str_mv Reverse Logistics
Customer Service
Consumers
Logística Reversa
Servicio al Cliente
Consumidores
Logística Reversa
Serviço ao Cliente
Consumidores
topic Reverse Logistics
Customer Service
Consumers
Logística Reversa
Servicio al Cliente
Consumidores
Logística Reversa
Serviço ao Cliente
Consumidores
description The reverse logistics is strongly associated with environmental issues of final destination of goods after consumption. However, the reverse logistics may also be a potential component in the after-sales period as a means of enhancing customer satisfaction, by aggregating value to the product, increasing the company’s profitability, and providing a competitive advantage face to competition. The purpose of this study is to present an adaptation to the strategic connection model presented by Christopher (1986), as well as a set of steps that can help the development of reverse logistics strategies. Another study goal is to introduce the reverse logistics, not only as a costs center, necessary when dealing with environment preservation, but also as a strategic differential that may benefit customers, companies, and shareholders. 
publishDate 2013
dc.date.none.fl_str_mv 2013-09-16
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Scientific Article;
artículo científico;
Avaliado pelos pares
artigo científico;
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://seer.ufrgs.br/index.php/read/article/view/42642
url https://seer.ufrgs.br/index.php/read/article/view/42642
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://seer.ufrgs.br/index.php/read/article/view/42642/27029
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Federal do Rio Grande do Sul
publisher.none.fl_str_mv Universidade Federal do Rio Grande do Sul
dc.source.none.fl_str_mv Electronic Review of Administration; Vol. 9 No. 5 (2003): Edição 35 - Set/Out 2003
Revista Electrónica de Administración; Vol. 9 Núm. 5 (2003): Edição 35 - Set/Out 2003
Revista Eletrônica de Administração; v. 9 n. 5 (2003): Edição 35 - Set/Out 2003
1413-2311
1980-4164
reponame:REAd (Porto Alegre. Online)
instname:Universidade Federal do Rio Grande do Sul (UFRGS)
instacron:UFRGS
instname_str Universidade Federal do Rio Grande do Sul (UFRGS)
instacron_str UFRGS
institution UFRGS
reponame_str REAd (Porto Alegre. Online)
collection REAd (Porto Alegre. Online)
repository.name.fl_str_mv REAd (Porto Alegre. Online) - Universidade Federal do Rio Grande do Sul (UFRGS)
repository.mail.fl_str_mv ea_read@ufrgs.br
_version_ 1799766204197371904

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