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An Introduction to Global Supply Chain Management, 2nd Edition
book

An Introduction to Global Supply Chain Management, 2nd Edition

by Dr. Edmund Prater, Dr. Kim Whitehead
May 2023
Intermediate to advanced content levelIntermediate to advanced
224 pages
4h 23m
English
Business Expert Press
Content preview from An Introduction to Global Supply Chain Management, 2nd Edition

CHAPTER 10

Customer Service

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Chapter Objectives

Introduce customer service as an SCM concept

Discuss customer satisfaction

Explore service quality

Consider how to measure and manage performance

Examine the balanced score card concept

William Davidow and Bro Uttal in their book, Total Customer Service, state that “the war of business has shifted onto a new battle ground ... The spoils will go to those few companies that both perceive the need for outstanding service and take the steps necessary to delivery it.” Many companies have embraced the idea that they need to focus on customer service. What they have neglected are the actions necessary ...

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Publisher Resources

ISBN: 9781637424568