Enhancing customer orientation of service delivery systems: an integrative fr…

To streamline and improve their service delivery systems, service organizations have much to learn from their manufacturing counterparts in the use of quality and process improvement tools. The purpose of this article is to present a practical framework which integrates these tools in order to enhance the efficiency and customer orientation of service delivery systems. Two examples are used to …

Managing Service Quality: An International Journal Determinants and conseque…

The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self-service technology (SST) in a retail setting. Design/methodology/approach – In cooperation with a survey firm, a total

Shipping Statistics Yearbook 1987

The Shippping Statistics Yearbook 1987 as a comprehensive reference source contains statistical information derived and compiled from numerous different sources. The special topics dealing with Analysis of total world merchant fleet, land-up and broken-up tonnage as well as special fleets Key figures on world seaborne trade and world trade development Detailed overview on nearly 30 major com…

Outstanding : 47 ways to make your organization exceptional

Every day outstanding organizations do things and promote values that ensure they will retain customers, grow revenues, increase market share, and build their reputations. People in these organizations hold values and take actions-- individually and collectively--that are not always easy or obvious but are fundamentally powerful. 

Informed by his own …

Fast innovation : achieving superior differentiation, speed to market, and in…

“How can I create an innovation engine that will consistently deliver substantial organic growth?” This question is the number-one issue for most CEOs and senior executives today. Innovation is a critical driver of organic growth, yet based on the authors' research, only a small percent of companies effectively use innovation to sustain long-term, profitable growth. And the stakes couldn't…

Service management : mewujudkan layanan prima

Tema sentral buku ini adalah membangun layanan prima dalam sebuah organisasi. Layanan (service) bukan saja bermanfaat sebagai pelengkap produk yang ditawarkan, namun juga merupakan kunci diferensiasi setiap perusahaan. Meminjam konsep The Flower of Services rumusan almarhum Christopher Lovelock, layanan bisa dianalogikan sebagai delapan daun bunga yang melekat pada setiap penawaran produk: info…

Uplifting Service : The Proven Path To Delighting Your Customers, Colleagues,…

We are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots follow a strict protocol to take off and land safely every time; and, when launching a new product, companies lay out a plan that all employees follow. But when it comes to building a strong service culture, the path to success is usually much less clear. We r…

Analysis of proper capacity at Jakarta International Container Terminal

As a facility with high capital investment, container terminal tends to be operated with maximum capacity by using high utilization of facilities and equipment rather than a proper throughput. However, a high utilization is leading to the ships waiting time and as consequence lowering the service level. Therefore a study is needed to determine the proper capacity by considering the interest of …

Optimization of stuffing services at port of Palembang

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-

ISBN/ISSN

-

Deskripsi Fisik

30 p., ; 33 cm

Judul Seri

-

No. Panggil

TD PO NUR o

Identifying the strategy to reduce queuing of trucks during peak hour operati…

Belawan International Container Terminal especially serves export and import container by activities loading, discharge, receiving, delivery and behandle. These terminal in the main entrance gate container to North Sumatera, Aceh and most Riau. Recently, the terminal face the queue of trucks at peak time operation. These condition reduce terminal's level of service. This paper will evaluate a…

The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple?s retail space and learning about Apple?s vision and philosophy. Using insights and data from these sources, he breaks down Apple?s customercentric model to provide an action plan with three distinct areas of focus: ? Inspire Your Internal Customer …

Manajemen Pelayanan Prima : Mencegah Pembelotan dan Membangun Costumer Loyality

Perhatian terhadap kepentingan pelanggan dengan cara melihat kebutuhan serta kepuasan atas pelayanan menjadi faktor kunci untuk keberhasilan usaha di tengah iklim persaingan yang semakin ketat. Menyadari pentingnya nilai sebuah layanan prima kepada pelanggan dan meningkatnya tuntutan pelanggan terhadap layanan perusahaan semakin membuat perusahaan harus mengembangkan bisnis pada manajemen hubun…

Manajemen Pelayanan Umum di Indonesia

Pengelolaan pelayanan umum di Indonesia saat ini dilakukan oleh pemerintah dan swasta. Hal ini berdampak pada timbulnya kompetisi dalam pelaksanaan layanan baik menyangkut cara, teknik, atau metode yang menarik para pengguna jasa layanan. Oleh karena itu, pengetahuan tentang pelayanan umum, administrasi perkantoran, motif, sikap, dan tingkah laku pelayanan, serta manajemen pelayanan umum mutlak…

Innovation and dynamic capabilities in a traditional service sector Evidence …

The purpose of this paper is to analyse the types and the nature of innovations developed by small companies in a traditional service sector, as well as the ways that innovations impact their strategic capabilities.

Innovating in reverse: services and the reverse product cycle

As they account for the largest share of employment and value added, services do not (or cannot) lie outside a Schumpeterian view of innovation phenomena. Of the various attempts at shedding more light on the mechanisms of innovation in service industries and firms, we consider the “reverse product cycle” to warrant special attention because of its highly thought-provoking nature and its th…

Cruise passengers' satisfaction: Cartagena de Indias

The purpose of this paper is to explain the onshore satisfaction of cruise passengers, in the port of call of Cartagena de Indias.

The Third-Party Logistics Services and Globalization of Manufacturing

Cross-border production chains of manufacturing require coordination and logistics. Third-party logistics services have thus taken this role as a link in the globalization of economic activities. Distriparks, a provider of total logistics to manufacturing, have emerged in Singapore to offer customized distribution and inventory management. Established as a traditional entrepoˆt by internationa…

The potential seasonal alternative of Asia–Europe container service via Nor…

The summer minimum extent of Arctic sea ice shrank drastically in these years, and the opportunity on Arctic international shipping emerged. The Northern Sea Route (NSR), formerly blocked by permanent ice, was completely ice-free in September in the past 3 years. Because this route is much shorter than conventional Asia–Europe shipping lane, many maritime countries have paid attention to expl…

The optimal ship sizes of container liner feeder services in Southeast Asia: …

Deploying containerships with increasing carrying capacities in achieving better capacity utilization has been well-documented. However, ship operators often face the problem in deploying containerships with the right size, especially given the capital-intensive nature of container liner shipping, which would lead to substantial implications if inappropriate ships were used. While studies on op…

Research on public logistics centre as tool for cooperation

This paper focuses on logistics centre concept and benefits for users. Intermodal benefit, forwarders impact, IT solutions, new transport flows due to synergy, better supply chain management, additional services, cost sharing, economies of scale, quality of the services, know-how, joint marketing impact, and benefit for growth of third-party logistics services are presented. The main bottleneck…

Evaluating the service requirements of dedicated container terminals: a revis…

The purpose of this article is to evaluate the service requirements of dedicated container terminals (DCTs). In this article, the service attributes (SAs) of DCTs were first discussed. A fuzzy analytic hierarchy process model was then constructed to measure the users’ perceived importance and dissatisfaction for each of the SAs. Based on these two measurements, a revised importance-performanc…

Enhanced logistics service provider framework for higher integration and effi…

The concept of maritime logistics results from the convergence of maritime transport and supply chains. The paper aims to propose an enhanced logistics service provider (LSP) framework which facilitates LSPs to integrate supply chains in an optimal manner by utilising their unique expertise and experience. In the framework, the enhanced LSP serves as the single contact point for shippers and as…

Determinants of slow steaming and implications on service patterns

The research focuses on the impact of the shipping strategy to decrease the commercial speed of container vessels, in order to reduce the bunker costs, on current service patterns. In this regard, the study also hypothesizes potential development trends in the near future. The reduction of the commercial speed, commonly referred to as “slow steaming,” has been introduced to mitigate the neg…

Costeffectiveness of the Movement of Export Products

The company, BJ's, is a large snackfood manufacturer, with plants in Bathurst and Wodonga. The dried snackfood manufacturing facility is located at Bathurst, New South Wales, Australia. Prior to 1988 small quantities of standard domestic product were exported to the Pacific islands and South East Asia. The dried products for these orders were transported to Wodonga, Victoria, to be combined wi…

Optimal shipping routes and vessel size for intermodal barge transport with e…

Despite the growing role of barge transportation in the hinterland access of major seaports in Northwestern Europe, service network design for intermodal barge transportation has received little research attention. In this paper, a decision support model for service network design in intermodal barge transportation is presented. The model determines optimal shipping routes for roundtrip service…

Understanding Environmental Influence on Human Service Organizations

This study addresses the impact of the external environmental context of individual organizations on their internal structures and service configurations, as they attempted to adapt to a changing political economy, via an examination of a portion of the Georgia child welfare system’s response to the introduction of the principles of managed care. Based, in part, on Hasenfeld’s (1992) notion…

Logistics operations, supply chain management and sustainability

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ISBN/ISSN

978-3-319-07287-6

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

TXT LO Gol l

Offshore service industry and logistics modeling in the gulf of mexico

Edisi

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ISBN/ISSN

978-3-319-17013-8

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

TXT LO Kai o

Laporan Pelaksanaan Kegiatan Workshop Service Excellence For Customer Service…

Edisi

27 - 28 November 2017 (Batch I), 4 - 5 Desember 20

ISBN/ISSN

-

Deskripsi Fisik

21 p,. + atca., 21 cm.

Judul Seri

Batch I dan II

No. Panggil

IPC REP 2017 SER s

Educating the supply chain logistics for humanitarian efforts in Africa: a ca…

There are gaps in the countries of Africa between basic universal health care and what is provided. Educating those who are trying to help is important to bring about change. Recently, there are many organizations and individuals responding to those needs, including governmental and non-governmental organizations (NGO). These entities strive to improve the conditions of the African people by pr…

Converting knowledge into value Gaining insights from service dominant logic …

The purpose of this paper is to describe the conversion of knowledge into value by examining the confluence of service-dominant logic (S-D logic), supply chain management (SCM), human resource management (HRM), and neuroeconomics. S-D logic suggests that knowledge is the raw material of value creation. SCM provides an organized foundation to study the conversion of raw materials into value. HRM…

Supply chain services from a service-dominant perspective: a content analysis

This paper aims to apply service-dominant logic thinking to the field of supply chain management (SCM) in order to classify, structure, and analyze different types of supply chain services (SCS) collected from interdisciplinary literature. The authors investigate how value is co-created between supply chain actors and develop research propositions regarding the influence of service type on valu…

Supply chain networks and service-dominant logic: suggestions for future rese…

The service-dominant (S-D) logic views supply chains as value co-creation networks. These networks promote knowledge growth amongst network members via resource deployment and coordination. The exchange of knowledge and utilization of operant resources among the network members leads to co-created service offerings and value proposals for the end-users, with the ultimate goal of transforming en…

Application of AIS data in service vessel activity description in the Gulf of…

Offshore exploration and production in the Gulf of Mexico (GOM) is supported by a large number of service vessels characterized by complex logistical patterns, a large number of shorebases and demand points across an expansive geographic area, and dynamic time-varying activities. No quantitative data is available on the spatial and temporal distributions of service vessel activity in the GOM, a…

An emergency order allocation model based on multi-provider in two-echelon lo…

On one side, the purpose of this paper is to numerically analyze the emergency order allocation mechanism and help managers to understand the relationship between the emergency coefficient, uncertainty and emergency cost in two-echelon logistics service supply chain. On the other side, the purpose of this paper is to help managers understand how to deal with the problem of order allocation in t…

Aftermarket support and the supply chain : exemplars and implications from th…

To examine supply chain competences necessary to efficiently and/or effectively succeed in aftermarket support.

Logistics service characteristics and supply chain priorities for freight man…

The purpose of this paper is to examine how the type of logistics services required by firms is related to the freight characteristics, and to the cost and other dimensions of the services in Mexico.

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.

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.

E-navigation services for Non-SOLAS ships

It is clearly understood that the main benefits of e-navigation are improved safety and better protection of the environment through the promotion of standards of navigational system and a reduction in human error. In order to meet the expectations on the benefit of e-navigation, enavigation services should be more focused on non-SOLAS ships. The purpose of this paper is to present necessary e-…

Costs, revenue, service attributes and competition in shipping

Edisi

14

ISBN/ISSN

1479-2931

Deskripsi Fisik

9 p.

Judul Seri

Maritime economics & logistics

No. Panggil

ATC PO CUL c

Defining service quality in tramp shipping: conceptual model and empirical ev…

Tramp shipping constitutes a prominent segment of the shipping market. As customers increasingly seek value from service providers for low price but yet high quality services, there is a pressing need to understand critically what construe the service quality for the tramp sector. In this respect, however, no prior research has been conducted for this market segment. This study recognises the g…

Handbook of terminal planning

Container Terminals (CT) operate as central nodes in worldwide hub-and-spoke networks and link ocean-going vessels with smaller feeder vessels as well as with inbound and outbound hinterland transportation systems using road, rail, or inland waterways. The volume of transcontinental container flows has gained appreciably over the last five decades -- throughput figures of CT reached new records…

Innovation in Logistic Services and The New Business Model: A Conceptual Fram…

Service industries hold an increasingly dynamic and pivotal role in today’s knowledge-based economies. The logistics industry is a classic example of the birth and development of a vital new service-based industry, transformed from the business concept of transportation to that of serving the entire logistical needs of customers. Quantum advances in science, technology, and communication …

3PL Factories or Lernstatts? Value-Creation Models For 3PL Service Providers

Purpose – The purpose of this paper is to identify and systematically discuss generic forms of contract logistics services and their distinct underlying approaches for fulfilling their respective value propositions. A general frame of reference is developed that addresses the value proposition, as well as the value creation architecture that leads to generic business model configurations f…

Using a “Virtual Joint Venture” to Facilitate the Adoption of Intermodal …

Purpose – This paper aims to examine a strategic alliance between a large shipper and a freight forwarder to provide an intermodal service to and from the port of Gothenburg. The supply chain literature discusses various models of supply chain collaboration and integration. When applied to logistics, each has been shown to exhibit different levels of success depending on particular factors.…

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