laporan pelaksanaan pelatihan survey pemetaan, pengenalan Alat dan aplikasin…

Edisi

2016

ISBN/ISSN

-

Deskripsi Fisik

20 p.

Judul Seri

-

No. Panggil

IPC REP 2016 PEL p C.1

Materi pelatihan : Customer Service Excellence Tahun 2017

Edisi

Tahun 2017

ISBN/ISSN

-

Deskripsi Fisik

45 p., 30 cm.

Judul Seri

-

No. Panggil

IPC GUI CUS c

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.

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…

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

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 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.

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.

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…

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 …

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…

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.

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-…

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…

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…

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…

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…

Does your company need a logistical executive?

Traditional responsibility for logistical management has been fragmented throughout the organization. In the past, companies were able to control the various parts of the goods flow independently of each other because of long throughput times and by keeping considerable inventories. Today, customers demand an increasingly higher level of customer service. The fully integrated control of all a…

Segmenting logistical service offerings using the extended buygrid model

Presents the buygrid model, taken from industrial marketing, and extends it to include logistical service operations. Applies the model to selected logistical research literature. The effect of this perspective is to recognize multiple sets or segments of service offerings and performance levels. This approach allows for, and provides explanation for, categories of customer service packages i…

Scales to measure and benchmark service quality in tourism industry: A second…

The purpose of this paper is to develop and validate scales to measure and benchmark service quality (SQ) in tourism industry.

Market competitiveness and quality performance in high-contact service indust…

The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high-contact service industries.

Looking at customer service in a drinks company

Describes a study undertaken for a major Scottish drinks company. The company believed that the quality of service to its customers had declined in the course of merger and rationalization. Presents the background of the company and describes relevant company procedures in outline. Also describes the recommendations made and presents top management reports with measures of customer service. D…

ISO and ABC: complements or competitors?

ISO 9000 and Activity‐Based Costing (ABC) are two useful tools for logisticians. Both of these tools can support efforts to improve customer service and/or reduce total costs. Using survey and case study methods, we investigate whether these two techniques are implemented together as complements, are kept separate, or are considered competitors for scarce resources (money, time and talent). T…

Distribution of Danish potted plants

Presents a case on Danish potted plants distribution. The company, GASA‐Group Denmark, is the dominating distributor of Danish potted plants to all of Europe with a total turnover of approximately DKK2.8 billion. The company’s management is planning a long‐term strategy, and the paper describes the strategic challenges to be met, and the available basis for decision. As the company is o…

Customer service: the distribution of seasonal food products under risk

Addresses important logistical considerations in the distribution of a seasonal food product. While continued attempts have been made to maintain high levels of customer service within the food industry, the degree of uncertainty in the distribution channel itself often undermines management’s efforts to procure adequate stock of product during peak demand season. Develops a stochastic dyna…

Customer service in the Baltic region: an exploratory analysis

The goal of this research is to identify which service activities contribute most to customer satisfaction in the technical wholesale industry in the Baltic States .

Customer service in physical distribution: a utility-function approach

Decision analysis in management science employs concepts from economics such as utility functions and indifference curves. A utility function U models the “satisfaction” that a customer obtains from logistics service. Here U depends on two attributes (lead time, fill rate) whose values more directly represent customer service. The shipper can, at additional cost, improve either or both of t…

Creating a new culture: the CERT challenge

Drawing on the experience gained from the recent turnaround of fortunes at The CERT Group, describes the key role of customer service and the challenges associated with establishing a service culture in one of the UK's leading third party logistics providers. The process was so successful that the company branded it success with service'', thereby helping internal staff buy into the company's m…

Classification and prediction in customer scoring

The purpose of this paper is to discuss and assess the structural characteristics (conceptual utility) of the most popular classification and predictive techniques employed in customer relationship management and customer scoring and to evaluate their classification and predictive precision.

Achieving customer satisfaction through logistics excellence

Highlights how leading companies focus on logistics excellence. The boom in international trade opens up a range of opportunities and challenges as domestic markets are no longer safe havens. Concludes that European companies offer a unique chance to embark on a fundamental revolution.

A multivariate analysis of airline flight delays

Customer service is of significant concern to an airline passenger. The on‐time performance of an airline is one of the important indicators of customer service. Analyses whether there is any relationship between airline flight delays and the financial situation of an airline. Identifies association between the probability of delay and financial factors of an airline using logistic regressi…

Impact of e-commerce in lowering operational costs and raising customer satis…

Much research has been done on how e-commerce has allowed companies to integrate business processes and reduce operational costs. The intent of this study, however, is to understand how e-commerce has affected companies’ abilities to serve the customers’ needs and to raise their level of satisfaction.

Research note: Exploring out-of-stock and on-shelf availability in non-grocer…

On-shelf availability (OSA) is a key challenge for all retailers. Items that are out-of-stock (OOS) result in customer dissatisfaction; thus OSA/OOS are important customer service issues. Customer reactions to OOS range from product substitution to seeking products elsewhere. There remains much to do to research factors and causes of OOS affecting OSA from a supply chain perspective in a non-gr…

Applying loss aversion to investigate service quality in logistics- A moderat…

Using the concept of loss aversion, this paper aims to investigate the relationship between service quality and customer loyalty in the home delivery industry. The second purpose of this paper is to investigate the moderating effect of service convenience in the relationship between service quality and customer loyalty. Furthermore, this paper attempts to demonstrate the existence of a moderati…

Applying a Kansei engineering-based logistics service design approach to deve…

To obtain a competitive advantage in the logistics market, international express companies should design services to stimulate customers’ usage intention by understanding customers’ affective perceptions (or in Japanese, Kansei) of the service offerings. Thus, the purpose of this paper is to analyze the relationships among the service elements of international express, customer Kansei perce…

Assessing consumer attitudes toward off-site customer service contact methods

This paper aims to present the development of a scale, off-site customer service (OCS), which assesses the factors that are important in consumer evaluation of an off-site customer service contact method (e.g. website or telephone).

Benchmarking the service quality of ocean container carriers using AHP

The purpose of this paper is to offer a framework based on analytic hierarchy process to ocean container carriers operating in India, with a view to assist them in benchmarking their service quality.

A knowledge-based service automation system for service logistics

Effective service logistics can lower the cost and increase service value by improving customer satisfaction and loyalty. However, the conventional ways of the service logistics are information driven instead of knowledge-driven which are insufficient to meet the current needs. The purpose of this paper is to present a knowledge-based service automation system (KBSAS) to enhance the competitive…

The effect of quality management on the service quality and business success …

The purpose of the paper is to analyse empirically the causal relationships between quality management, service quality and business success in German logistics companies.