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Volume 8, Issue 1
1 February 1995
This article was originally published in
Logistics Information Management
Logistics Information Management Cover Image for Volume 8, Issue 1
Case Report| February 01 1995

Looking at customer service in a drinks company

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Alberto G. Canen
Professor in the Department of Production Engineering at COPPE/Federal University of Rio de Janeiro, Brazil, and currently a Visiting Fellow in the Department of Management Studies at the University of Glasgow, UK.
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Norman L. Lawrie
Professor in the Department of Management Science at the University of Strathclyde, UK.
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-7948
Print ISSN: 0957-6053
© MCB UP Limited
1995
Logistics Information Management (1995) 8 (1): 13–16.
https://doi.org/10.1108/09576059510078693

Describes a study undertaken for a major Scottish drinks company. The company believed that the quality of service to its customers had declined in the course of merger and rationalization. Presents the background of the company and describes relevant company procedures in outline. Also describes the recommendations made and presents top management reports with measures of customer service. Discusses issues concerning implementation.

Keywords: Agents, Customer service, Drinks industry, Logistics, Performance measurement, Scotland, Service levels, Service quality
© MCB UP Limited
1995
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