1994 International Journal of Physical Distribution & Logistics Management
doi: 10.1108/09600039410757586
Provides a broadened perspective of customer service and describes common pitfalls in its management. Suggests a practical programme for controlling it.
1994 International Journal of Physical Distribution & Logistics Management
doi: 10.1108/09600039410757595
Complaints should be recognized as integral and necessary parts of the overall business environment; as opportunities to maintain past accounts and to secure new ones rather than as problems. Considers several prerequisites to the development of effective customer complaint management in distribution. Provides a sequential approach to handling complaints and presents a programme for transforming the theory into practice.
Peter Gilmour; George Borg; Peter A. Duffy; Nigel D. Johnston; B.E. Limbek; Michael R. Shaw
1994 International Journal of Physical Distribution & Logistics Management
doi: 10.1108/09600039410757603
Most companies establish customer service policies which are then uniformly applied to all customers with the possible exception of providing superior service to the few largest customers. Examines the service provided by the major suppliers in the scientific instrument and supplies industry in Australia, in contrast to the service requirements of their customers in toto and by segment. Finds considerable differences between the service provided and the service required. Also service requirements differed significantly between customer segments. Competitive advantage can be obtained by the supplier providing differential service levels by customer segment.
1994 International Journal of Physical Distribution & Logistics Management
doi: 10.1108/09600039410757612
Describes an approach to measuring the differences in the perceived importance of customer service from both the customer′s and the manufacturer′s point of view. Makes use of a novel approach to attitude measurement.
1994 International Journal of Physical Distribution & Logistics Management
doi: 10.1108/09600039410757621
Reviews existing concepts of customer service in distribution and provides a categorization of approaches to the definition and measurement of service in this context. Distinguishes between the traditional distribution orientation to customer service and the wider, marketing orientation of service.
Larissa S. Kyj; Myroslaw J. Kyj
1994 International Journal of Physical Distribution & Logistics Management
doi: 10.1108/09600039410757630
Presents research which assesses the importance of customer service as a tool for differentiation in industrial markets by comparing the stated postures towards customer service of providers and recipients of selected services. Finds that service‐providing firms that can identify a niche for particular customer services and deliver the desired service package can gain a competitive edge.
Arun Sharma; Douglas M. Lambert
1994 International Journal of Physical Distribution & Logistics Management
doi: 10.1108/09600039410757649
Reviews the importance of customer service in segmented markets. Emphasizes the importance of segmenting markets in emerging industries, as well as in mature industries. Develops a method of classifying markets into segments with different customer service needs. Reports on the application of the methodology in a segment of a high‐technology industry.
Frank W. Davis; Karl B. Manrodt
1994 International Journal of Physical Distribution & Logistics Management
doi: 10.1108/09600039410757658
The Council of Logistics Management has commissioned a study to determine the potential of applying logistics principles in service organizations. Suggests that logistics principles are even more important in service organizations than in production firms. To realize this potential, however, the definition of logistics must be expanded. Service logistics is defined as the management of activities which respond to customers on an individual basis. The services′ historical underpinnings are examined and some guiding concepts central to service response logistics are provided. These concepts include the benefit delivery, delivery processes, delivery orientation, responsive planning, and a customer service model that focuses on individual customer needs.
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