This paper aims to examine the nature of service operations management and its application to the field of humanitarian logistics. The purpose of this paper is to assess developments in the humanitarian logistics (HUMLOG) literature over the last six years and to lay out some opportunities for the HUMLOG academic community in the area of services operations management.
The term “customer service” is used today in the field of logistics management to describe a host of different but critically interrelated activities. Some authors view customer service as all activities which bind a corporation and its customers together to further a sales relationship. Other authors view customer service as a package of measurable activities which provide utility to cus…