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Demand chain management+response management=increased customer satisfaction

David Walters (Institute of Transport and Logistics Studies, University of Sydney, Sydney, Australia)

International Journal of Physical Distribution & Logistics Management

ISSN: 0960-0035

Article publication date: 10 October 2008

8941

Abstract

Purpose

The purpose of this research is to understand the current developments in business models that are aimed at meeting changing market characteristics, many of which require specific customer service responses.

Design/methodology/approach

The paper presents a conceptual model that is based on research into the applications of response management.

Findings

This paper suggests validity of the proposed model but also identifies the need for further research.

Practical implications

The paper assumes that management has the awareness and the skills set to manage and deliver added value to customers by implementing a more relevant model.

Originality/value

This paper offers examples of organisations that are responding to market and customer expectations using response management models.

Keywords

Citation

Walters, D. (2008), "Demand chain management+response management=increased customer satisfaction", International Journal of Physical Distribution & Logistics Management, Vol. 38 No. 9, pp. 699-725. https://doi.org/10.1108/09600030810925980

Publisher

:

Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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