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The role of customer relations for innovativeness and customer satisfaction: A comparison of service industries

Silvia Bellingkrodt, Carl Marcus Wallenburg

The International Journal of Logistics Management (2015) 26 (2): 254–274.

https://doi.org/10.1108/IJLM-06-2012-0038

Published: 10 August 2015

... – Data were collected from 778 SPs via an online survey. Structural equation modelling was used to analyse the empirical data. Findings – Both types of SPs benefit from close customer relations in terms of innovativeness and customer satisfaction. However, ITSPs rely more on a large number...

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Journal Articles

The Customer Service Management Process

Yemisi A. Bolumole, A. Michael Knemeyer, Douglas M. Lambert

The International Journal of Logistics Management (2003) 14 (2): 15–31.

https://doi.org/10.1108/09574090310806576

Published: 01 July 2003

... processes; and describe examples of successful implementation. © Douglas M. Lambert 2003 Customer service management Customer relations Strategy Supply‐chain management Copyright by Douglas M. Lambert. All rights reserved. ...