A conceptual model for quality of service in the supply chain

The objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics.

What determines user satisfaction in ERP projects : benefits, barriers or risks?

The purpose of this paper is to identify the effects of benefits, barriers and risks on user satisfaction in ERP projects.

What breaks trust in customer supplier relationship?

The purpose of this paper is to understand what breaks trust in a customer supplier relationship and how to repair it.

Disentangling customer orientation – executiveperspective

Despite the fact that customer orientation is increasingly used as a strategic guideline to ensure companies’ long-term success, it is too often left at conceptual level without any managerial or executive translation. To address this practical gap, the purpose of the paper is to build an executive perspective on customer orientation through the mechanism of customer value dimensions.

Customer orientation in a Swedish county council

The use of the customer concept and ways of interacting with customers in support functions are relatively new areas of interest for public organizations. The purpose of this study is to describe the development toward a stronger customer orientation in a support function in a Swedish county council from a management team perspective.

Effects of organizational and serviceperson orientation on customer loyalty

Within the service industry, the serviceperson enhances customer loyalty by increasing customer benefits and decreasing customer costs, but is also embedded within and influenced by the organizational context. Thus, the influence of a serviceperson’s orientation may differ or even conflict with the organization’s orientation. There are two purposes to this paper. The paper first aims t…

Customer service in emergency relief chains

The purpose of this paper is to explore, analyse and discuss the published concepts of “the customer” and “customer service” in the context of managing international emergency relief chains.

Customer service in emergency relief chains

The purpose of this paper is to explore, analyse and discuss the published concepts of “the customer” and “customer service” in the context of managing international emergency relief chains.

Logistics and Marketing Components of Customer Service: An Empirical Test of …

Edisi

Vol. 26 Iss 8 pp

ISBN/ISSN

0960-0035

Deskripsi Fisik

17 p

Judul Seri

International Journal of Physical Distribution & Logistics Management

No. Panggil

ATC LO EME l

Increasing customer value and decreasing distribution costs with merge-in-tra…

A broad product assortment is usually valued highly by customers. However, holding a great number of product variants in inventory increases the costs of a supplier. It is possible to reduce need for warehousing with direct deliveries from manufacturing units, but customer value is reduced when orders are received on several shipments. Merge-in-transit is a distribution method in which goods sh…

The effect of just-in-time with customers on organizational design and perfor…

Edisi

Vol. 10 Iss 1 pp. 37 - 58

ISBN/ISSN

-

Deskripsi Fisik

26 p.

Judul Seri

The International Journal of Logistics Management

No. Panggil

ATC LO RIC t

Service quality and its relation to satisfaction and loyalty in logistics out…

The purpose of this paper is to investigate how perceived service quality influences both a shipper’s satisfaction and subsequent loyalty in third-party logistics outsourcing relationships.

Short-run vs long-run trade-offs in outsourcing relationships: Impacts on loy…

The purpose of this paper is to report on a study of a shipper’s dilemma as a customer. Shippers desire both lower costs and good service levels, and this dilemma may lead in the long run to a trade-off consideration between staying loyal to existing service providers and seeking cost reductions from competing providers.

Logistics service performance contracts: design, contents and effects

The purpose of this paper is to explore how the performance management (PM) process may be affected by the design and contents of logistics service performance (LSP) contracts between customer and supplier.

Managing stock-outs effectively with order fulfilment systems

When approaching a stock-out situation, a company should be able to actively manage the allocation of available products on the basis of customer requirements and priorities as well as contractual relationships. The purpose of this paper is to describe different order promising mechanisms and analyze how well they can contribute to the effective management of stock-out situations.

Stakeholder perceptions of green marketing: the effect of demand and supply i…

The purpose of this paper is to extend the stream of thought regarding the concept of demand and supply integration (DSI) within the domain of environmental responsibility and green marketing.

Revenue estimation for logistics customer service offerings

In logistics strategy, it is now being recognized that revenue generation is as important as cost reduction. Although it has long been known that logistics customer service has a positive effect on customer satisfaction, little research has been conducted to determine precisely the degree to which logistics customer service affects sales and generates the revenues for the firm. The purpose of t…

Logistics flexibility and its impact on customer satisfaction

To succeed in an uncertain environment, firms must respond to changing customer needs, and logistics flexibility is an important part of the response. This paper defines logistics flexibility, creates a framework to understand it, and shows how it relates to customer satisfaction.

Logistics service quality and its effects on customer satisfaction in the man…

The purpose of this paper is to implement a multi-criteria preference disaggregation approach to measure logistics service quality (LSQ) of manufacturing companies’ supply chains.

Customer orientation of service employees : its impact on customer satisfacti…

With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms’ success. Drawing on a deductively derived four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees’ technical skills, social skills, motiv…

Improving manufacturers’ distribution performance and customer service in g…

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 supp…

The logistics response

The objective of any business must be to maximize share‐holder value. This can only be achieved by providing products and services which delight customers and through the commitment of all people within the business to its goals. Logistics is a means of providing effective customer service within that overall strategy and has the potential to be a significant contributor to improved value. Tr…

Logistics networking

Logistics has a profound effect on a product′s life cycle. Examines each of the nine elements of logistics: logistics engineering, technical publications, personnel technical training, spare/repair parts provisioning, maintainability, relability, finance, test equipment and facilities. Suggests that each element has a distinct responsibility to the product and each contributes to the work of …

Measuring and Selling the Value of Logistics

In order to receive adequate rewards for the firm's innovations and performance in logistics, managers have to measure and sell the value that is being provided to customers. Value, once determined, must be sold to customers and also to top management within the firm. There are several value metrics mentioned in the literature, ranging in financial sophistication from customer satisfaction to s…

Segmentation of markets based on customer service

Customer service represents a significant opportunity for segmenting markets. This article reviews the importance of customer service and the conceptual issues associated with segmenting industrial markets on the basis of customer service. A methodology is presented which can be used by managers to classify a market into segments with different customer service needs. Empirical results from a h…

The dynamics of emergency transhipment supply chains

Considers the dynamical effect of lateral emergency transhipments within a supply chain. It tests various different strategies for improving customer service via the MIT Beer Game. Four distinct strategies are considered. “Electronic point of sales (EPOS)”, where marketplace information is forwarded to all players throughout the supply chain; “Excel”, where the stock levels in all echel…

Logistics outsourcing performance and loyalty behavior: Comparisons between G…

The purpose of this paper is to examine how goal achievement and goal exceedance influence the aspects of loyalty in logistics outsourcing relationships. Specifically, it aims to develop and test a model of customer loyalty across two cultures to determine if dedicated strategies for building loyalty are required.

The role of customer relations for innovativeness and customer satisfaction: …

The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs).

The moderating effects of technological and demand uncertainties on the relat…

The purpose of this paper is to test the moderating effects of technological and demand uncertainties on the relationship between supply chain integration and customer delivery performance.

Operational collaboration between shippers and carriers in the transportation…

The purpose of this paper is to develop a better understanding of how strategic relationships between firms and environmental context affect operational decisions and how each firm allocates resources to improve overall firm performance.

The interrelationship between service features, job satisfaction and customer…

The aim of this paper is to present a conceptual framework which explores the links between the two service features (physical and interactive), job satisfaction and their impact on customer satisfaction.

Understanding customer relationship management (CRM)

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer-centric processes. Companies that success…

Service quality measurements in ports of a developing economy : Nigerian port…

Identifies and assesses the key determinants of service quality and determines the quality of service offered by two ports in Nigeria using the SERVQUAL model. The main service attributes that are important to port users are determined. Relevant literature is reviewed to give relevance to the survey. Data for the study was collected via a well-structured questionnaire, analysed, and perception-…

Customer driven marketing in the transportation/logistics industry

Since deregulation of the airlines in 1978, and rail and truck in 1980, the transportation/logistics Industry has undergone significant changes. The trend has been one of improved efficiency and extreme price and cost pressures, requiring more of a customer driven marketing approach on the part of transportation/logistics service providers. This article identifies some of the more significant c…

Logistics Customer Service: Performance of Irish Food Exporters

Edisi

Vol. 29 Iss 1 pp. 6

ISBN/ISSN

0959-0552

Deskripsi Fisik

12 p

Judul Seri

International Journal of Retail & Distribution Management

No. Panggil

ATC LO COL l

Explaining why employee-customer orientation influences customers’ percept…

The purpose of this paper is to examine why employee-level customer orientation (CO) influences the customer experience in a service setting.

The challenge of reverse logistics in catalog retailing

Many firms are placing greater emphasis on managing returned product. Reverse logistics programs are being used to recover assets that would otherwise be lost. Research results are presented covering reverse logistics programs in the electronics industry, specifically among firms selling through catalogs. The paper looks at how reverse logistics performance and satisfaction with reverse logisti…

Linking Logistics To Strategy In Argentina

Edisi

Vol. 32 Iss 6 pp

ISBN/ISSN

0960-0035

Deskripsi Fisik

19 p

Judul Seri

International Journal of Physical Distribution & Logistics ManagementInternational Journal of Physical Distribution & Logistics Management

No. Panggil

ATC LO CAR l

Paying for convenience: Attractiveness and revenue potential of time-based de…

The purpose of this paper is to investigate the potential of a new convenience-enhancing service at the interface between retailers and consumers: time-based delivery of parcels. The service allows consumers to choose a preferred time slot for a parcel to be delivered. This convenience-enhancing logistics service may be attractive for consumers, retailers, and logistics service providers. The a…

Using the elaboration likelihood model to guide customer service-based segmen…

Conceptualizes a model of customer service‐based segmentation derived from the elaboration likelihood model (ELM). Logistics organizations are utilizing improved customer service to achieve competitive advantage. However, these firms must segment customers to avoid escalating their service platform to those unlikely to provide adequate return. Based on ELM‐established relationships, propo…

Unlocking the supply chain to build competitive advantage

Customer demands on manufacturers and retailers are increasing relentlessly. Spurred by the Internet's “click it and get it” value proposition, a growing number of consumers and business buyers want customized products, convenient ordering, and rapid fulfillment. Delivering against these rising expectations is not easy, however. This is especially true for traditional or incumbent compani…

Two dimensions of service: a single carrier analysis

The purpose of this paper is to investigate the cost of improving service to a motor carrier in the intermodal market. The paper further seeks to validate the existence of two dimensions of service with differing impacts on costs. The physical capacity dimension is related to the traditional view that higher quality costs more and the human performance dimension is related to the production man…

Trade facilitation in South Asia

The purpose of this study is to discuss the progress and challenges of South Asia in trade liberalization and facilitation, and to quantitatively demonstrate the potential benefits of trade facilitation in South Asia.

Time to market

Over the last two decades, Japanese products have challenged Western ones, not only in terms of cost but also on quality, reliability and delivery. This has meant that meeting customer needs on time has now entered the competitive equation. Hence, in the 1990s, time to market (TTM) has become a focal point in achieving competitive advantage in the marketplace. Presents an overview of TTM and …

The value of different customer satisfaction and loyalty metrics in predictin…

The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of wallet using micro (customer) level data.

The supply chain balancing act - stock and service at a profit

Addresses the perennial issues of effective supply‐chain management ‐ balancing stock inventories, service delivery mechanisms and retaining requisite profit margins while ensuring customer loyalty ‐ against the background of increasing business competition in the 1990s. Considers the potential contributions of partnerships, inventory management, sales‐based ordering and promotion pla…

The Importance of Logistics Efficiency to Customer Service and Firm Performance

Logistics is considered to have a significant impact on a manufacturing organization's performance. This research utilizes a pilot study, a large‐scale survey of manufacturing managers, and linear structural relations (LISREL). The research methods develop measures and test relationships among six constructs: physical supply, physical distribution, logistics spanning processes, customer servi…

The cost-to-serve method

Integrating business processes across functions is at the heart of logistics and supply chain management. The fundamentals of compressing time across the chain are well understood. There is a common expectation among logistics professionals that cost will fall out of the supply chain from such programs. The theme of supply chain management is that many businesses are not in the trade‐off zo…

Technology acceptance and satisfaction with logistics services

The purpose of this paper is to use the technology acceptance model (TAM) from the information technology (IT) literature to investigate the relationships among technology use and acceptance, and perceptions of quality and satisfaction with logistics services among industrial customers.

Customer-aligned inventory strategies: agility maxims

Traditionally, aggregate inventory realignment has tended to be a reactive response to crisis signals revealed by financial performance measurements. Symptoms and problems are usually confounded, while corrective actions are localized with less than adequate customer connectivity. This article links inventory requirements to customer requirements for response, quality, and their benefit‐to�…