THE IMPACT OF CUSTOMER SERVICE ON LOGISTICS

Robert Chira and Adina Musetescu
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Robert Chira: Dimitrie Cantemir Christian University, Bucharest, Romania
Adina Musetescu: Dimitrie Cantemir Christian University, Bucharest, Romania

Revista Economica, 2016, vol. 68, issue 3, 24-31

Abstract: Customer service can ensure for companies a competitive advantage over their competitors. It provides information about what the customer wants and also maintains the line of communication opened, so even if there is a problem, it can be solved amicably. The company has to make sure not only that products are arriving safely to the customers, but also that they provide satisfaction (ensuring the perfect order). The service quality means that the customs expectations are fulfilled. Any mismatch between what the customers wants and what he is receiving, leads to a service quality gap.

Keywords: customer service; logistics; customer; research methods; quality gap; perfect order (search for similar items in EconPapers)
JEL-codes: M39 (search for similar items in EconPapers)
Date: 2016
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