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Nivelul De Servire A Clientilor Din Perspectica Logisticii

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Author Info
Alexandru CONSTANGIOARA
Mirela BUCUREAN
Ada-Mirela TOMESCU
Madela ABRUDAN (University of Oradea, Oradea, Romania)
Abstract

Although most senior manager agree that customer service is important, they find it difficult to explain exactly what it is and does. However we have identified three facets of customer service: customer service as (1) an activity, (2) performance level and (3) management philosophy. Corroborating these dimensions, this paper argues that excellent customer service is to add value for all members of the supply chain. The need for viewing logistical requirements across time can be illustrated using the product life-cycle framework The paper identifies the three facets of customer service: availability of goods, operational performance and service quality. The paper concludes that in order to implement a basic service platform, it is necessary to specify the level of basic service commitment to customers and performance at a level above basic service represent extra commitment justified by the unique business situation.

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Publisher Info
Article provided by University of Craiova, Faculty of Economics and Business Administration in its journal Management & Marketing.

Volume (Year): 1 (2005)
Issue (Month): 3 (November)
Pages: 68-74
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Handle: RePEc:aio:manmar:v:1:y:2005:i:3:p:68-74

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Related research
Keywords: life-cycle of products; logistics; client service;

Find related papers by JEL classification:
M10 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - General
M31 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - Marketing

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This page was last updated on 2009-12-21.

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