A Research of the Effects of Reverse Logistics and Mobile Commerce on Customer Values

• Main Authors: Jun-Ying Lin, 林俊穎
• Other Authors: Ti-Ching Pai
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/01813158932845437038

碩士 === 淡江大學 === 企業管理學系 === 91 === Logistics activities always play a decisive role in enterprises and are a focal point to raise competitiveness. In literatures, it’s undifficult to understand the changes of resources environment and values so that enterprises have faced threaten of resource shortage, high consumer perception, high conscious of environment protection and legislation etc., so that reverse logistics not only into a breakthrough level but also be a critical manner of heightening competitiveness to decrease cost and loss of returned purchase etc. However, most points of view in literatures are proceeding from entrepreneur to examine the basic influence and importance of enterprises. In this paper, we focus our attention on customer satisfaction and with the objective to examine the effect of reverse logistics on customer values. In addition, enterprises found information integration ability and communication ability of computer is useful for improving internal process and customer interaction. Speaking to mobile commerce, it has greatest effectiveness in any business management function and its aspect contains any industry. For this reason, we also examine the effect of mobile commerce on customer values. The purposes of this research include: (1) Integrating the definition and activities content of reverse logistics from related literature. (2) Exploring the effect of reverse logistics on customer values when enterprises offer mobile commerce. (3) Exploring the differences between the customer values of reverse logistics and attitude. (4) Exploring the differences between the customer values of applying mobile commerce to assist reverse logistics and attitude. (5) Exploring the interactive effect between customer values and mobile commerce in reverse logistics. The results of this research show that reverse logistics have given rise to more customer values and applying mobile commerce to assist reverse logistics has given rise as well. Furthermore, more attach importance to reverse logistics more prefer to accept reverse logistics and mobile commerce. And more attach importance to mobile commerce more prefer to accept mobile commerce, but not reverse logistics. Therefore, enterprises should start to plan reverse logistics activities and consider make use of mobile commerce, so that consumer can participate in reverse logistics activities with the third generation mobile communication services. And then enterprises will be able to raise their competitiveness and image.