CUSTOMER SERVICE, DESIGN AND LOGISTICAL COMPONENTS IN SPANISH SERVICE ENTERPRISES

Diana Esteban Morato

Abstract


Customer service, design and logistical components are a little bit misjudged and underutilized in current practice elements of Spanish service establishments. Although most of them take into account the connection between logistics and customer service, it is reflected only as support for the service and not as an important way to elevate levels of competence and competitiveness. The objective of this research work is to provide a technique for the design of logistics customer service in business services; this procedure has been applied in different companies and this has allowed us to verify its validity.

 

Article visualizations:

Hit counter


Keywords


design and logistical components, customer service, logistic system

References


La Londe, BJ and PH Zinder, Costumer Service: Meaning and Measurement, London, McGraw Hill, (2005).

Ballou, RH Business Logistics. Control and planning, Madrid, Ediciones Díaz de Santos (1991).

Heskett, JL "Controlling Logistics Customer Service", International Journal of Physical Distribution & Logistics Management , Vol. 24, No. 4, pp. 4-10, (1994).

Ballou, RH Logistics. Supply chain management, Mexico DF Pearson Education, (2004).

Tamarit, H. "Design of logistics customer service in the construction division INVERCO-Palco" University of Havana, diploma thesis (2012).

Blanding, W. Hidden Costs of Customer Service Management, Washington, Marketing Publications, (1974).

Zeithmal, VA; A. Parasuraman and LL Berry, Total quality management services, Madrid, Editorial Diaz de Santos, (2004).

Ketchen Jr., G., & Hult, T.M. (2006). Bridging organization theory and supply chain management: The case of best value supply chains. Journal of Operations Management, 25(2) 573-580.

Kouvelis, P.; Chambers, C.; Wang, H. (2006): Supply Chain Management Research and Production and Operations Management: Review, Trends, and Opportunities. In: Production and Operations Management, Vol. 15, No. 3, pp. 449–469.

Larson, P.D. and Halldorsson, A. (2004). Logistics versus supply chain management: an international survey. International Journal of Logistics: Research & Application, Vol. 7, Issue 1, 17-31.

Movahedi B., Lavassani K., Kumar V. (2009) Transition to B2B e-Marketplace Enabled Supply Chain: Readiness Assessment and Success Factors, The International Journal of Technology, Knowledge and Society, Volume 5, Issue 3, pp. 75–88.

Lavassani K., Movahedi B., Kumar V. (2009) Developments in Theories of Supply Chain Management: The Case of B2B Electronic Marketplace Adoption, The International Journal of Knowledge, Culture and Change Management, Volume 9, Issue 6, pp. 85–98.

Mentzer, J.T. et al. (2001): Defining Supply Chain Management, in: Journal of Business Logistics, Vol. 22, No. 2, 2001, pp. 1–25

Poluha, R.G. (2016): The Quintessence of Supply Chain Management: What You Really Need to Know to Manage Your Processes in Procurement, Manufacturing, Warehousing and Logistics (Quintessence Series). First Edition. Springer Heidelberg New York Dordrecht London.

Simchi-Levi D.,Kaminsky P., Simchi-levi E. (2007), Designing and Managing the Supply Chain, third edition, Mcgraw Hill

Ronald H. Ballou, Samir K. Srivastava, Business Logistics: Supply Chain Management, Pearson Education, 2007

Donald Bowersox, David Closs, M. Bixby Cooper, Supply Chain Logistics Management, McGraw-Hill 2012

M. Christopher: Logistics & Supply Chain Management: creating value-adding networks, Prentice Hall 2010.

J. V. Jones: Integrated Logistics Support Handbook, McGraw-Hill Logistics Series 2006

B. S. Blanchard: Logistics Engineering and Management, Pearson Prentice Hall 2004

Luo, X. & Homburg, C. (2007). “Neglected outcomes of customer satisfaction.” Journal of Marketing, 71(2), 133-149.

Ranaweera, C. (2007). “Are satisfied long-term customers more profitable? Evidence from the telecommunication sector.” Journal of Targeting, Measurement and Analysis for Marketing, 15(2), 113-120.

Reichheld, F. (2003). “The one number you need to grow.” Harvard Business Review, 81(12), 46-54.

Reichheld, F. F. & Sasser, W.E. (1990). “Zero defections: Quality comes to service.” Harvard Business Review, 68(3), 105-111.

Reinartz, W., & Kumar, V. (2002). “The mismanagement of customer loyalty


Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Diana Esteban Morato

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

The research works published in this journal are free to be accessed. They can be shared (copied and redistributed in any medium or format) and\or adapted (remixed, transformed, and built upon the material for any purpose, commercially and\or not commercially) under the following terms: attribution (appropriate credit must be given indicating original authors, research work name and publication name mentioning if changes were made) and without adding additional restrictions (without restricting others from doing anything the actual license permits). Authors retain the full copyright of their published research works and cannot revoke these freedoms as long as the license terms are followed.

Copyright © 2015 - 2018. European Journal of Economic and Financial Research (ISSN 2501-9430) is a registered trademark of Open Access Publishing GroupAll rights reserved.

This journal is a serial publication uniquely identified by an International Standard Serial Number (ISSN) serial number certificate issued by Romanian National Library. All the research works are uniquely identified by a CrossRef DOI digital object identifier supplied by indexing and repository platforms. All the research works published on this journal are meeting the Open Access Publishing requirements and standards formulated by Budapest Open Access Initiative (2002), the Bethesda Statement on Open Access Publishing (2003) and  Berlin Declaration on Open Access to Knowledge in the Sciences and Humanities (2003) and can be freely accessed, shared, modified, distributed and used in educational, commercial and non-commercial purposes under a Creative Commons Attribution 4.0 International License. Copyrights of the published research works are retained by authors.