HEC-Ecole de gestion de l'Université de Liège
HEC-Ecole de gestion de l'Université de Liège

Key factors increasing customer perceived value and willingness to pay for express B2B services.

Laszczak, Anna ULiège
Promotor(s) : Gruslin, Claire ULiège
Date of defense : 27-Aug-2018/11-Sep-2018 • Permalink :
Title : Key factors increasing customer perceived value and willingness to pay for express B2B services.
Author : Laszczak, Anna ULiège
Date of defense  : 27-Aug-2018/11-Sep-2018
Advisor(s) : Gruslin, Claire ULiège
Committee's member(s) : Ghilissen, Michael ULiège
Hazee, Simon ULiège
Language : English
Number of pages : 124
Keywords : [en] express logistics
[en] transport
[en] customer perceived value
[en] willingness to pay
[en] customer satisfaction
[en] customer loyalty
[en] B2B relationship
Discipline(s) : Business & economic sciences > Marketing
Target public : Professionals of domain
Institution(s) : Université de Liège, Liège, Belgique
Degree: Master en sciences de gestion, à finalité spécialisée en management général (Horaire décalé)
Faculty: Master thesis of the HEC-Ecole de gestion de l'Université de Liège


[en] The evolution of global trade brought necessity to create new and more efficient transportation means and thus enabled an intense growth of logistics services. Current business opportunities create certain level of competition within the industry and providers are trying to attract the customers in many different ways.
This work brings more light on the key aspects that business customers look at while deciding upon their logistics provider of choice.
The research brought also more light at the specific tools and mechanisms that have been implemented by one of main logistics providers with worldwide reach – DHL Express. What aspects truly delight the customers of express logistics? How to achieve total customer satisfaction and build loyalty as well as lifetime business relationship? This work explores the topic and highlights the conclusions coming directly from B2B customers from SME branch.



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  • Laszczak, Anna ULiège Université de Liège > Master sc. gestion, à fin. (H.D.)


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