Service in Logistics

Topics: Customer service, Customer, Quality of service Pages: 6 (2079 words) Published: January 29, 2013
«Improvement of Logistics Services in the Organization»

This work is devoted to the importance of logistics service quality because of in recent years, both corporations and researchers are becoming increasingly aware of strategic role of logistics service in the overall success of organizations. Over the last half century, businesses have moved beyond viewing logistics as only an area for cost improvements (J. Mentzer, D. Flint, 2001). Furthermore, at present the inclusion of concepts such as logistics service quality has significantly changed academic study of logistics. The interest to this item is supported by results of research, which state that logistics service capabilities can be leveraged to create customer and supplier value through service performance (Novack, Rinehart, and Langley 1994), increase market share (Daugherty, Stank, and Ellinger 1998), enable mass customization (Gooley 1998), create effective customer response-based systems (Closs et al. 1998), positively affect customer satisfaction and, in turn, corporate performance. J. Sterling and D. Lambert conclude that logistics customer service is integral and necessary component logistics activity, which provide firms with significant opportunities to gain a competitive advantage. Therefore research argues, that logistics costumer service as an element of organization activity can be an effective competitive instrument, consequently firms should pay attention to the needs of customers and improve the quality of logistics service. The major problem in this area is that most organizations perceive logistics service as simply as a peripheral process or a set of functions that are familiar to any organization. While the issue of logistics services improvement seems to gain significance, some vital aspects are poorly understood in firms. Most organizations are unwilling to minimize the difference between the expected and actual levels of service quality, trying to provide required service quality to the client. As a result, it is becoming increasingly difficult for companies to develops and maintain a competitive advantage in their respective target markets (J. Stock, D. Lambert). Therefore organizations should pay attention to evaluation of customer satisfaction for future improvement of logistics service quality. In this study, I will focus on improving of the logistics services quality. Thus, the primary purpose of this study is to develop recommendations for improving of the quality of logistics service in the organization. In the framework of the project I must perform a number of specific objectives: 1. Define the theoretical framework which reveals the main concepts of evaluation of logistics service quality. 2. Establish the methodology to evaluate whether consumers are satisfied with the quality of logistics services. 3. Evaluate the level of customer satisfaction with the logistics service quality in the organization. 4. Report the most significant conclusions which can be drawn from this study. At attempt to delineate a contour of relevant debates in academic literature and shape a focus research is presented in the literature review section. It is followed by a description of the methodology of research and analyses.

Literature review
In order to achieve the primary purpose, it might be necessary to describe developments of academic literature in the area of logistics and to investigate the main approaches for assessments of logistics services quality. There is a large volume of published studies describing the role of Logistics service quality. Logistics service excellence has been recognized as an area in which firms can create competitive advantage (Bowersox, Mentzer, and Speh 1995) because of its visible service impact on customers. The authors recognized the importance of logistics service quality and its...
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