Demand chain management+response management=increased customer satisfaction
International Journal of Physical Distribution & Logistics Management
ISSN: 0960-0035
Article publication date: 10 October 2008
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