... in long-term benefits to the company (Petersen and Kumar, 2010). Asia Structural equation modelling Reverse logistics Customer service Performance measurements Product returns management emerged as a significant management challenge over the last few decades. Returns account for 5–50 per...

... control is to establish an efficient relation between required service levels to the customers and the capital tied up in safety stocks. Europe Decision-making Simulation Customer service Supply chain processes Logistics cost No research on the characteristics of the number-of-days safety...

... Buyer supplier relationships Customer service Logistics services There are two unique features to service triads overall. First, there is direct contact between service provider and end customer (Li and Choi, 2009 ; Van der Valk et al., 2009 ; Van der Valk and Van Iwaarden, 2011...

... distinct sustainability vignettes. Findings Customer service perceptions emerge as a significant boundary condition to the perceived authenticity of sustainability efforts. Subjects attributed significantly higher authenticity toward sustainability efforts in above average vs below average service...

...Jyotirmoyee Bhattacharjya; Adrian Bachman Ellison; Vincent Pang; Arda Gezdur Purpose Customer service provision is a growing phenomenon on social media and parcel shipping companies have been among the most prominent adopters. This has coincided with greater interest in the development of analysis...

... strategy and its effect on logistics coordination effectiveness, customer service effectiveness and organizational competitive responsiveness. Implications for teachers and practitioners of logistics and supply chain management are discussed. Practical implications The paper's findings expand...

... technology. The research describes how internal logistics information integration and customer integration can influence customer service performance. These results begin to dimensionalize logistics information technology and the impact it has on strategy and performance. © MCB UP Limited 2003...

...Paul D. Larson; Stephen G. Kerr ISO 9000 and Activity‐Based Costing (ABC) are two useful tools for logisticians. Both of these tools can support efforts to improve customer service and/or reduce total costs. Using survey and case study methods, we investigate whether these two techniques...

... significant results through coordinated supply chain activities. This research uses case studies to illustrate successful collaboration in the grocery supply chain and explores the success factors inherent in such efforts. © MCB UP Limited 2002 Customer service Supply chain Collaboration...

... retailers are presented. The research examines the importance of customer service in influencing which vendor's trade promotions are accepted. Customer service was found to be highly important in promotion selection decisions. © MCB UP Limited 2002 Customer service Promotion Supply chain Trade...

.... © MCB UP Limited 2000 Logistics Value added Customer service Customer satisfaction ...

... and a service mix are described. © MCB UP Limited 2000 Purchasing Electronic commerce Distribution Customer service Groceries ...

...) from the action taken to trigger better customer service coupled with lower stockholdings. A global long‐term view must therefore be taken if we are to be sure that enhancement is real and permanent. This paper outlines the problem areas associated with supply chain dynamics and reviews a set of Supply...

... of the supply chain from such programs. The theme of supply chain management is that many businesses are not in the trade‐off zone where cost must be balanced against service, but are in the area where good supply chain practice can drive service up and cost down simultaneously. Costs Customer service Hi...

... competition particularly by offering high quality customer services, becomes increasingly important as a marketing instrument by producers towards distributors. In this article, an empirical investigation has been conducted into the interrelationships between customer services offered by an international...

...Bernard J. LaLonde; Terrance L. Pohlen Integration of the supply chain offers many opportunities to improve customer service and eliminate unnecessary costs. However, many firms lack the capability to determine the cost of moving product to market and where potential savings may exist. Supply chain...

... more important in fulfilling customer service. This paper presents a means to achieve better control of distribution by the use of a control system, using performance indicators comprising four hierarchical decision levels. Suggestions for making a suitable choice of performance indicators...

... and by keeping considerable inventories. Today, customers demand an increasingly higher level of customer service. The fully integrated control of all aspects of the goods flow, integrated logistical management, has thus become a necessity. Companies must not be confronted with overly high logistical cost or too...

...Dan Sarel; Walter Zinn Competitive performance analysis typically relies on customer service surveys. This research highlights the importance of systematically including non‐customer input to customer service surveys. Findings indicate that perceptions of customers and non‐customers both on service...