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- Publisher
- Emerald Publishing
- Copyright
- Copyright © Emerald Group Publishing Limited
- ISSN
- 0960-0035
- DOI
- 10.1108/EUM0000000000393
- Publisher site
- See Article on Publisher Site
Abstract
The Council of Logistics Management has commissioned a study todetermine the potential of applying logistics principles in serviceorganisations. The authors suggest that logistics principles are evenmore important in service organisations than in production firms. Torealise this potential, however, the definition of logistics must beexpanded. Service logistics is defined as the management of activitieswhich respond to customers on an individual basis. The serviceshistorical underpinnings are examined and some guiding concepts centralto service response logistics are provided. These concepts include thebenefit delivery, delivery processes, delivery orientation, responsiveplanning, and a customer service model that focuses on individualcustomer needs.
Journal
International Journal of Physical Distribution & Logistics Management – Emerald Publishing
Published: Jul 1, 1991