September 2010
Intermediate to advanced
288 pages
10h 16m
English
Content preview from Logistics and Supply Chain Management, 4th Edition
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LO G ISTICS AND CUSTOMER VALU E
31
What is customer service?
It has been suggested that the role of customer service is to provide ‘time and
place utility’ in the transfer of goods and services between buyer and seller. Put
another way, there is no value in the product or service until it is in the hands of the
customer or consumer. It follows that making the product or service ‘available’ is
what, in essence, the distribution function of the business is all about. ‘Availability’
is in itself a complex concept, impacted upon by a galaxy of factors which together
constitute customer service. These factors might include delivery frequency and ...
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