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Logistics Operations and Management by Laleh Kardar, Shabnam Rezapour, Reza Farahani

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11. Customer Service
Samira Fallah
Department of Industrial Engineering, Amirkabir University of Technology, Tehran, Iran
Customer service is a competitive means that differentiates any organization. It is the output of logistics processes and greatly affects customer satisfaction and loyalty, which results in organization’s profitability. Therefore, providing satisfactory service levels for customers must be the priority for any firms. Providing high service levels is costly, so it is important to set service levels in a cost-effective way. This is possible by developing a concise service policy that is based on a thorough understanding of different customer segments, their specific needs and expectations, and current service levels compared ...

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