Segmenting logistical service offerings using the extended buygrid model

Presents the buygrid model, taken from industrial marketing, and extends it to include logistical service operations. Applies the model to selected logistical research literature. The effect of this perspective is to recognize multiple sets or segments of service offerings and performance levels. This approach allows for, and provides explanation for, categories of customer service packages in order to meet the diverse needs of firms’ customers. The extended model provides for three categories of customer service needs. Each category may expect different levels of performance and may require different service attributes from the firm. Concludes that there does appear to be a consistent and appealing relationship between the buygrid model and the elements of customer service associated with logistics.