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.
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.
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 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…
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 .
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.
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…
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).
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…