Samenvatting

The aim of this thesis was to assess how business processes, particularly logistics and customer service, of an SME coffee retailer in the Netherlands are affected by the implementation of the subscription model while offering products directly to the consumer. Omnichannel retailers are increasingly introducing subscription-based delivery services. However, little is known about the effects of the implementation on logistics and customer service processes particularly in small to medium enterprises. Therefore, the following main question was developed: What are the effects of adopting the subscription model in direct consumer channels of SME coffee retailers in the Netherlands?