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Post-transaction Phase of Logistics Customer Service in the Management of Companies Providing Transport Services

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  • Marta Kadlubek

Abstract

Purpose: The research problem of this article is to identify the elements of the post-transaction phase of logistics customer service in companies providing transport services with reference to the size of these entities, as well as examining the impact of selected post-transaction elements of logistics customer service on the faultlessness of the services of the surveyed companies. Design/Methodology/Approach: The questionnaire research made it possible to identify the elements of the post-transaction phase of logistics customer service practiced in the entities, with particular emphasis on the methods of after sales communication. The statistical analysis aimed to achieve the objective of this paper consisted in revealing the relation of post-transaction phase elements and size of the entities. This relationship was indicated by determining the correlation and testing statistical significance. The impact of selected post-transaction elements of logistics customer service on the measure of faultlessness of services of the surveyed companies was also tested, using multiple discriminant analysis. Findings: On the basement on the fragmentary survey results it should be assessed that they are identifiable in the current operations of entities, although their scope is significantly limited. Practical Implications: The research results can be used by managers of transport enterprises to create their logistics customer service strategy. Originality/Value: It is an original research study combining a market research based on questionnaire and multiple discriminant analysis with interesting managerial conclusions.

Suggested Citation

  • Marta Kadlubek, 2020. "Post-transaction Phase of Logistics Customer Service in the Management of Companies Providing Transport Services," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 1035-1046.
    • Handle: RePEc:ers:journl:v:xxiii:y:2020:i:4:p:1035-1046
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    References listed on IDEAS

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    1. Erokhina T.B. & Mitko O.A. & Troilin V.V., 2018. "Digital Marketing and Digital Logistics in Consumer Communication," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 2), pages 861-867.
    2. Khalyn V.G., 2018. "Logistics Systems of Warehousing and Materials Handling," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 2), pages 893-902.
    3. Chen, Kee-Kuo & Chang, Ching-Ter & Lai, Cheng-Sheng, 2009. "Service quality gaps of business customers in the shipping industry," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 45(1), pages 222-237, January.
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    More about this item

    Keywords

    Logistics customer service; management; transport enterprise.;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R5 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Regional Government Analysis

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