Suchergebnisse

Customer service has long been recognised as the output of an
organisation′s logistics effort. There is some evidence that suggests
that the types and levels of customer service desired are contingent on
a particular industry or position within the marketing channel. Most of
these investigations, however, have emphasised only regional or national
relationships. Logistics by its very nature has a significant
international orientation and therefore it is necessary to understand
the role of customer service from an international perspective. However,
it is not clear whether an international customer service policy is
feasible or for that matter even desirable. This article develops a
framework for studying customer service across national boundaries.
While it may be desirable to print warranties in local languages,
measurable factors such as average delivery time and product tracing
retain their traditional importance.

Oligopolistic markets typically revert to some form of non‐price
competition in order to differentiate their goods and services. Customer
services that are associated with tangible product offerings present an
opportunity for firms attempting to differentiate themselves. This
article presents findings that suggest the stated preferences for
customer services in selected customer markets is heterogeneous, thereby
enabling providers of services to differentiate themselves according to
the needs of existing market segments.