Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You and Your Team.

Learn More →

Is a Global Customer Service Policy Desirable

Is a Global Customer Service Policy Desirable Customer service has long been recognised as the output of anorganisations logistics effort. There is some evidence that suggeststhat the types and levels of customer service desired are contingent ona particular industry or position within the marketing channel. Most ofthese investigations, however, have emphasised only regional or nationalrelationships. Logistics by its very nature has a significantinternational orientation and therefore it is necessary to understandthe role of customer service from an international perspective. However,it is not clear whether an international customer service policy isfeasible or for that matter even desirable. This article develops aframework for studying customer service across national boundaries.While it may be desirable to print warranties in local languages,measurable factors such as average delivery time and product tracingretain their traditional importance. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Physical Distribution & Materials Management Emerald Publishing

Loading next page...
 
/lp/emerald-publishing/is-a-global-customer-service-policy-desirable-vFAOJxiKXb
Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0269-8218
DOI
10.1108/EUM0000000000340
Publisher site
See Article on Publisher Site

Abstract

Customer service has long been recognised as the output of anorganisations logistics effort. There is some evidence that suggeststhat the types and levels of customer service desired are contingent ona particular industry or position within the marketing channel. Most ofthese investigations, however, have emphasised only regional or nationalrelationships. Logistics by its very nature has a significantinternational orientation and therefore it is necessary to understandthe role of customer service from an international perspective. However,it is not clear whether an international customer service policy isfeasible or for that matter even desirable. This article develops aframework for studying customer service across national boundaries.While it may be desirable to print warranties in local languages,measurable factors such as average delivery time and product tracingretain their traditional importance.

Journal

International Journal of Physical Distribution & Materials ManagementEmerald Publishing

Published: Oct 1, 1989

There are no references for this article.