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Delivering loyalty: The evolution of logistics from internal process to critical customer touch point

Author

Listed:
  • Glatzel, Christoph
  • Lange, Tim

Abstract

New retail business models and shifting customer demands mean that retail logistics increasingly deliver goods directly to consumers. The new importance of delivery as a customer touch point means that logistics is becoming a critical area of differentiation for retailers. At the same time, innovative technologies are enabling automation of many logistics activities, both at warehouses and on the road. Retailers face structural changes as a result, but also have new opportunities. With its heightened delivery requirements, e-commerce provides a particularly relevant context for examining the coming logistics transformation.

Suggested Citation

  • Glatzel, Christoph & Lange, Tim, 2018. "Delivering loyalty: The evolution of logistics from internal process to critical customer touch point," Journal of Supply Chain Management, Logistics and Procurement, Henry Stewart Publications, vol. 1(2), pages 172-177, September.
    • Handle: RePEc:aza:jscm00:y:2018:v:1:i:2:p:172-177
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    More about this item

    Keywords

    retail logistics; home delivery; customer touch point; automation;
    All these keywords.

    JEL classification:

    • L23 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Organization of Production
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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