The relationship between integrated logistics and customer service

Alexandeer E. Ellinger, Patricia J. Daugherty and Craig M. Gustin

Transportation Research Part E: Logistics and Transportation Review, 1997, vol. 33, issue 2, 129-138

Abstract: Buyers' expectations regarding customer service have increased dramatically in recent years. Requests for tailored or customized service often represent standard business practice today. Survey research was undertaken to examine: (1) how well firms are doing in responding to customers' requests and (2) whether a proposed linkage between integrated logistics and customer service could be documented. More specifically, the research sought to determine whether firms that have implemented the integrated logistics concept can more easily accommodate customer requests. The results provide an indication of the respondent firms' relative abilities in the eight customer service areas examined. Further, strong support was found for a linkage between integration and customer service. Logistics executives at integrated firms reported significantly greater ease in accommodating service requests than the executives at non-integrated firms.

Date: 1997
References: Add references at CitEc
Citations: View citations in EconPapers (10)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S1366554597000124
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:transe:v:33:y:1997:i:2:p:129-138

Ordering information: This journal article can be ordered from
http://www.elsevier.com/wps/find/journaldescription.cws_home/600244/bibliographic
http://www.elsevier. ... 600244/bibliographic

Access Statistics for this article

Transportation Research Part E: Logistics and Transportation Review is currently edited by W. Talley

More articles in Transportation Research Part E: Logistics and Transportation Review from Elsevier
Bibliographic data for series maintained by Catherine Liu ().