Logistics customer service: performance of Irish food exporters

Abstract

Customer service in logistics, through its direct impact on a firm’s market share, its total logistics costs and ultimately its profitability, is a critical determinant of competitiveness. Examines what customer service means from a logistics perspective and traces out UK retailers’ changing requirements. It provides the results of a survey which investigates the importance UK grocery retailers place on particular elements of customer service and assesses Irish food exporters’ relative performance, vis‐à‐vis their competitors on the UK market. A comparison of these results with previous research by the same authors concerned with Irish food exporters’ internal measurement of customer service finds that Irish food exporters are perceived to lack flexibility by their grocery customers and that internal measures of customer service are limited. Furthermore, the measures exporters employ for monitoring purposes are not appropriately aligned with those logistics variables which UK retailers consider important. Reconfiguring the supply chain with respect to inventory location is found to be one means of improving perceived flexibility.

Citation

Collins, A., Henchion, M. and O’Reilly, P. (2001), "Logistics customer service: performance of Irish food exporters", International Journal of Retail & Distribution Management, Vol. 29 No. 1, pp. 6-15. https://doi.org/10.1108/09590550110366299