Article

Improving manufacturers’ distribution performance and customer service in grocery products supply in Brazil: a longitudinal study

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This article deals with the evolution of customer service practices in grocery products distribution in Brazil (1994‐2001), based on a longitudinal survey of grocery retailers. Data were collected on retailers’ expectations on four relevant dimensions of customer logistics service provided by manufacturers, as well as on their perceptions of logistics service performance of the typical supplier and the best supplier. The evolution of the gaps between retailers’ expectations and manufacturers’ perceived distribution performance was investigated, as well as a trend in terms of an increase or decrease in customer satisfaction with service provided by suppliers in such dimensions. Results indicate that retailers typically tend to be satisfied with the service provided by their suppliers. In addition, there may be an adjustment of distribution performance to expectations of retailers and to the provision, in some cases, of service above customer expectations.

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Ketersediaan

Informasi Detail

Judul Seri

Integrated Manufacturing Systems

No. Panggil

ATC LO FER i

Penerbit

brazil : Emerald., 2003

Deskripsi Fisik

15 p.

Bahasa

English

ISBN/ISSN

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Klasifikasi

LO

Tipe Isi

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Tipe Media

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Tipe Pembawa

online resource

Edisi

Vol. 14 Issue: 8, pp.664-676

Subjek

Distribution Management
Logistics
Customer satisfaction
Customer service management

Info Detail Spesifik

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Pernyataan Tanggungjawab

Maria Fernanda Hijjar

Versi lain/terkait

Lampiran Berkas

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