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An analysis on the impact of logistics on customer service

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  • Querin, Francesco
  • Göbl, Martin

Abstract

What is the connection between Logistics, customer service and customer Satisfaction levels? What are the role and importance of a Company’s Logistics policies on the overall Customer Experience? What is a generally acceptable response time from a Customer Service?

Suggested Citation

  • Querin, Francesco & Göbl, Martin, 2017. "An analysis on the impact of logistics on customer service," Journal of Applied Leadership and Management, Hochschule Kempten - University of Applied Sciences, Professional School of Business & Technology, vol. 5, pages 90-103.
    • Handle: RePEc:zbw:hkjalm:175337
    as

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    File URL: https://www.econstor.eu/bitstream/10419/175337/1/18132-71724-1-PB.pdf
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    References listed on IDEAS

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    1. Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
    2. Bernhardt, Kenneth L. & Donthu, Naveen & Kennett, Pamela A., 2000. "A Longitudinal Analysis of Satisfaction and Profitability," Journal of Business Research, Elsevier, vol. 47(2), pages 161-171, February.
    3. A. W. Shaw, 1912. "Some Problems in Market Distribution," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 26(4), pages 703-765.
    4. Kim, Angella J. & Ko, Eunju, 2012. "Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand," Journal of Business Research, Elsevier, vol. 65(10), pages 1480-1486.
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