Customer Service Supply Chain Management: Models for Achieving Customer Satisfaction, Supply Chain Performance, and Shareholder Value

Preface

This book presents the Customer Service Management Model, a dynamic mechanism developed to evaluate the interactions present in the customer service environment. This model considers several interactions:

• The balance between customer’s service level expectation and the level of service actually hired from a given supplier

• The correlation that compares the customer’s expectation in relation to the level of service that is to be delivered and the perception about the actual service level

• The difference between the official contracted level of service and the process performance actually delivered to the customers

To translate customer needs into a customer-centric business, it is necessary for the relationships between supplier and ...