Presents an analysis of customer service in an old‐established food manufacturing company against the background of accelerating changes in food retailing. Discusses in detail distribution as an increasingly important function and recommends restructuring of management to give closer integration between functions and closer attention to distribution.
Wickenden, J. (1992), "Restructuring Management towards Better Customer Service: A Case Study", International Journal of Physical Distribution & Logistics Management, Vol. 22 No. 2, pp. 16-21. https://doi.org/10.1108/EUM0000000000405
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