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An Integrative, Utility-Based Approach to Profitable Customer Takeaway in the Supply Chain

Authors

  • Stanley Fawcett
  • Michael Swenson

Abstract

Integrating functional areas of the firm to address supply chain decisions and activities is critical for firms seeking to deliver profitable customer takeaway. In this paper, the domain of profitable customer takeaway is clarified and expanded to reflect customer capabilities. Value­ added activities and processes that create utilities for customers in the supply chain are presented. The utilities classification framework captures the complexities of customer takeaway in the supply chain and illustrates resulting strategies for functional integration.

Issue

Vol. 11 (1998): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

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