Cover; Title; Copyright; Contents; List of figures; List of tables; List of boxes; Foreword; Preface; Acknowledgments; 1 Achieving integration between supply chain management and marketing; Research in business-to-business marketing; Supply chain management: a pillar for business-to-business marketing; 2 Customer loyalty in the business-to-business context; Customer loyalty background; The role of switching costs on customer loyalty; Linking customer satisfaction and customer loyalty; Customer value and its impact on customer loyalty.

Logistics service quality (LSQ) and its impact on customer loyaltyTrust, commitment and customer loyalty; The role of managing returns on customer loyalty; Customer loyalty and word of mouth (WOM); 3 The era of omnichannel; From offline to online: the impact of digitalisation; From multichannel to omnichannel
the company perspective; B2B digital transformation and requirements; Commitment to digital at a strategic level; Content; Experience; Data mining and big data analytics; Measuring digital impact through key performance indicators; 4 Managing the supply chain in the digital context.

New issues for supply chain operationsInventory system; Picking processes; Assortment; Delivery velocity; Product returns management; Organisation; Information technology systems; 5 Theory, methods and practice for measuring customer loyalty; Introduction; Applying complexity theory to customer loyalty in a supply chain context; Study A. Measuring value perception and loyalty in the business-to-business context; Data collection, survey development and sampling; Measurement of variables; Method 1. Multiple regression analysis; Analysis and results.

Method 2. Qualitative comparative analysis using fuzzy set qualitative comparative analysis softwareImplementation of contrarian analysis; Procedure for qualitative comparative analysis; Findings from the qualitative comparative analysis; Study B. Measuring the impact of logistics service quality on customer loyalty; Data collection and survey development; Sample characteristics; Method 1. Multiple regression analysis; Method 2. Qualitative comparative analysis using fuzzy set qualitative comparative analysis software; Procedure for qualitative comparative analysis.

Findings from the qualitative comparative analysisFinal comment; 6 Concluding thoughts and future research; Index.