Setting Standards for Quality Service in Logistics

Abstract

Superior customer service is necessary to maintain a competitive edge in international logistics. In order to develop a comprehensive customer service programme, a company must establish service levels for its customers, beginning with order cycle time and including all aspects of the customer service cycle. Discusses the importance of service standards and the areas in customer service where they should be developed. Describes standard variances and stresses the need to develop incentives for meeting service standard goals.

Citation

Lancioni, R. and Gattorna, J.L. (1992), "Setting Standards for Quality Service in Logistics", International Journal of Physical Distribution & Logistics Management, Vol. 22 No. 3, pp. 24-29. https://doi.org/10.1108/EUM0000000000412