Practical issues of customer service within a distribution environment are reviewed, with particular reference to the development of a structured approach to achieving satisfactory, co‐ordinated and competitive levels of performance from the organisation as a whole. Some common management mistakes are discussed. The importance of customer service is reviewed together with the objectives of the distribution function. The use of a distribution grid and process analysis is proposed. Finally some practical hints are given.
Johnston, M. (1991), "Customer Service in Physical Distribution: The Dimensions and Some Strategies for Achieving Them", International Journal of Physical Distribution & Logistics Management, Vol. 21 No. 5, pp. 38-42. https://doi.org/10.1108/EUM0000000000388
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