..., providing empirical data for a time‐based delivery service. © Emerald Group Publishing Limited 2012 Parcel delivery services Customer service management Convenience‐enhancing services Willingness to pay Market potential Antecedents of service attractiveness Time‐based delivery Due...

... Customer service management Competitive advantage Customer satisfaction Although there have been studies in the area of customer service (Mentzer et al., 1999 ; Dresner and Xu, 1995 ; Livingstone, 1992 ; La londe and Zsinzer, 1976), most of the available research has focused...

... management Performance management Delivery lead time Customer service management The purpose of this paper is to explore how to integrate the PM process of delivery service in customer/supplier dyads. The paper is organised as follows. The frame of reference describes the PM process and its...

... This paper addresses how to reduce inefficiency and excess material handling in returns processing at a fashion catalog distributor. © Emerald Group Publishing Limited 2005 Distribution centres Customer service management Product liability Clothing Product catalogues The returns...