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The Essentials of Supply Chain Management: New Business Concepts and Applications by Hokey Min

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3. Customer Service: The Ultimate Goal of Supply Chain Management

“A service is not something that is built in a factory, shipped to a store, put on a shelf, and then taken home by a consumer. In short, a service is not a thing.”—G. Lynn Shostack, “Designing Services That Deliver,” Harvard Business Review

Learning Objectives

After reading this chapter, you should be able to:

• Understand the basic elements of customer service and the role of customer service in strengthening the supply chain.

• Comprehend the differences between products and services.

• Build trust and subsequent long-term relationships with customers to win future business from loyal customers continuously.

• Develop the tools to measure service performance.

• Identify potential ...

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