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Analysis and evaluation of capability elements of logistics enterprise based on customer value

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3 Author(s)
Wei Jia ; Sch. of Manage., Harbin Inst. of Technol., Harbin ; Mingli Zhang ; Bao Wang

The competition advantage stems from value creation for customers. Focusing on logistics enterprises, customer value composition are identified and a three-hierarchy framework is presented from a view of creating and delivering superior customer value. It is considered that an enterprise should build three types of competences: external knowledge absorption, business process and relationship marketing capabilities. External knowledge absorption capability decides if a company is able to identify the source of customer value, business process capability reflects the extent of value creation and relationship marketing competence represents the ability of customer value communication and delivery. The multilevel fuzzy synthetic evaluation approach is used to appraise organizational capabilities for customer value creation. The result of our research is help for logistics enterprises to build core capabilities.

Published in:

Service Systems and Service Management, 2008 International Conference on

Date of Conference:

June 30 2008-July 2 2008