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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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