December 2012
Intermediate to advanced
561 pages
22h 33m
English
Content preview from Logistics Management ,3rd Edition by Pearson
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24
Customer Service:
A Key Element in Logistics
Strategy
2
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. Effec-
tive marketers view customer service within the larger context of customer relationship market-
ing. Hence, marketers strive to increase customer satisfaction ...
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