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Evaluation of distribution and customer service in the logistics systems of manufacturing companies in Bulgaria

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  • Miroslava Rakovska

Abstract

The article reveals the characteristics and problems of distribution and customer service in manufacturing companies in Bulgaria and outlines the prospects for their improvement. An analysis is carried out of different dimensions of these areas using indicators calculated on the basis of empirical data. The impact of company size on distribution and customer service is examined and those practices that are positively related to competitiveness are brought out. The study finds out that manufacturing companies in Bulgaria generally apply the world practices in distribution and customer service but there is some lag in definite areas. It is necessary for small and medium companies to make improvements directed towards the development of a logistics strategy consistent with products and markets, the formulation and implementation of a distribution policy offering differentiated service for different groups of customers with the aim to optimize costs.

Suggested Citation

  • Miroslava Rakovska, 2016. "Evaluation of distribution and customer service in the logistics systems of manufacturing companies in Bulgaria," Economic Thought journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 4, pages 39-62,63-84.
    • Handle: RePEc:bas:econth:y:2016:i:4:p:39-62,63-84
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    References listed on IDEAS

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    1. Chen, Jing & Bell, Peter C., 2012. "Implementing market segmentation using full-refund and no-refund customer returns policies in a dual-channel supply chain structure," International Journal of Production Economics, Elsevier, vol. 136(1), pages 56-66.
    2. Lode Li & Yew Sing Lee, 1994. "Pricing and Delivery-Time Performance in a Competitive Environment," Management Science, INFORMS, vol. 40(5), pages 633-646, May.
    3. Baker, Peter, 2008. "The design and operation of distribution centres within agile supply chains," International Journal of Production Economics, Elsevier, vol. 111(1), pages 27-41, January.
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    Cited by:

    1. Miroslav Stefanov, 2018. "Features of Compressed Natural Gas Physical Distribution: A Bulgarian Case Study," Logistics, MDPI, vol. 2(3), pages 1-21, September.

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    More about this item

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other

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