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Logistics Management, 2nd Edition by Vinod V. Sople

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2

Customer Service: A Key Element in Logistics Strategy

After reading the chapter, the students should be able to understand:

  • Customer service attributes and phases
  • Value-added logistics services
  • Role of customer service in logistics strategy
  • Customer service perception and service design

“Customer service is everybody’s business” is a marketing truism. Customer service is a measure of the effectiveness of a logistics system in creating time-and-place utilities of the product. Effective marketers view customer service within the larger context of customer relationship marketing. Hence, marketers strive to increase customer satisfaction by ...

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