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The concept of customer service
The corporate context of customer service
The process of customer service
8 other sections not shown
achieve activities analysis audit becomes behaviour brand loyalty buyer cent changes channel chapter characteristics computer file concept Conjoint Analysis consumer context coordination costs customer service management customer service performance customer service strategy customer service system customer's organisation dealers decision defined determined dimensions Distribution Management distribution service effect elements established evaluation factor analysis factors failure firm functional areas identify important indicate individual influence internal inventory involved level of service logistics long-term major manufacturer market share marketing mix marketing strategy measures minimise normally objectives operating operating system options order cycle order fulfilment order processing order status order-processing system output overall perceptions physical distribution planning policies potential problem product availability purchase rank-order recognise reduce relationships reporting requires response result retail safety stock service levels short-term six companies specific standards stock availability stock-out trade-off transport variables variety warehouse