IDEAS home Printed from https://ideas.repec.org/a/aio/manmar/v3y2005i1p68-74.html
   My bibliography  Save this article

Nivelul De Servire A Clientilor Din Perspectica Logisticii

Author

Listed:
  • Alexandru CONSTANGIOARA
  • Mirela BUCUREAN
  • Ada-Mirela TOMESCU
  • Madela ABRUDAN

    (University of Oradea, Oradea, Romania)

Abstract

Although most senior manager agree that customer service is important, they find it difficult to explain exactly what it is and does. However we have identified three facets of customer service: customer service as (1) an activity, (2) performance level and (3) management philosophy. Corroborating these dimensions, this paper argues that excellent customer service is to add value for all members of the supply chain. The need for viewing logistical requirements across time can be illustrated using the product life-cycle framework The paper identifies the three facets of customer service: availability of goods, operational performance and service quality. The paper concludes that in order to implement a basic service platform, it is necessary to specify the level of basic service commitment to customers and performance at a level above basic service represent extra commitment justified by the unique business situation.

Suggested Citation

  • Alexandru CONSTANGIOARA & Mirela BUCUREAN & Ada-Mirela TOMESCU & Madela ABRUDAN, 2005. "Nivelul De Servire A Clientilor Din Perspectica Logisticii," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 3(1), pages 68-74, November.
    • Handle: RePEc:aio:manmar:v:3:y:2005:i:1:p:68-74
    as

    Download full text from publisher

    File URL: http://www.mnmk.ro/documents/2005/2005-10.pdf
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    life-cycle of products; logistics; client service;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aio:manmar:v:3:y:2005:i:1:p:68-74. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catalin Barbu (email available below). General contact details of provider: https://edirc.repec.org/data/fecraro.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.