【正文】 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Figure Four segments defined by KC Europe Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Service quality ? Gaps Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Customer loyalty satisfaction Benefits: ? generate longterm revenue streams ? tend to buy more than new customers ? tend to increase spending over time ? may be willing to pay premium prices ? provide cost savings pared with attracting new customers loyalty Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Segmented SC strategy at a European level and across marketing and supply chain functions for consumer goods Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Figure Analysis of demand volume and variability for SKUs in KC Europe, Consumer Products Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Actual demand and forecast Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Chapter 2 Putting the endcustomer first Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Key drivers of customer loyalty Service quality Perceived value Price Product quality Customer loyalty Figure Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 KimberlyClark Personal care products sold in 175 countries – 100’s of products in 1000’s of variants Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Figure The simplified endtoend supply chain for KC Europe Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 Demand uncertainty Slide Harrison, van Hoek and Skipworth, Logistics Management and Strategy PowerPoints on the Web, 5th edition, 169。 Alan Harrison, Remko van Hoek and Heather Skipworth 2023 The Marketing Perspective ? A more current definition: Marketing is the activity, set of institutions, and processes for creating, municating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. (American Marketing Association, July 2023) Supply chain marketing Slide