Customer Orientation and Marketing in Containerized Freight Distribution and Logistics - Perspectives of the Czech Republic

Abstract

The objective of the forthcoming research is to analyze the logistics providers (3PL), global shipping lines´ and multimodal transport operators´ (MTO) perception of their customers and their customer service policy in the Czech Republic. To evaluate customer orientation in the market of transport and logistics is highly complex task. To obtain the data necessary for an informed analysis, the open interviews will be made and questionnaires will be distributed to the relevant companies´ managers in the Czech Republic. Due to the concentration of container and logistics activity within a relatively small number of important market players active in the country's market, the approach of market characteristics will be case study based. Moreover, the research will offer an important analysis of the shipping lines´ and logistics providers´ services in terms of customer service policy in the Czech Republic. The conceptual paper focuses on the literature review, methodology and anticipated results only.