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Service Logistics: An Introduction

International Journal of Physical Distribution & Logistics Management

ISSN: 0960-0035

Publication date: 1 July 1991

Abstract

The Council of Logistics Management has commissioned a study to determine the potential of applying logistics principles in service organisations. The authors suggest that logistics principles are even more important in service organisations than in production firms. To realise this potential, however, the definition of logistics must be expanded. Service logistics is defined as the management of activities which respond to customers on an individual basis. The services′ historical underpinnings are examined and some guiding concepts central to service response logistics are provided. These concepts include the benefit delivery, delivery processes, delivery orientation, responsive planning, and a customer service model that focuses on individual customer needs.

Keywords

Citation

Davis, F.W. and Manrodt, K.B. (1991), "Service Logistics: An Introduction", International Journal of Physical Distribution & Logistics Management, Vol. 21 No. 7, pp. 4-13. https://doi.org/10.1108/EUM0000000000393

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited