版權(quán)說(shuō)明:本文檔由用戶提供并上傳,收益歸屬內(nèi)容提供方,若內(nèi)容存在侵權(quán),請(qǐng)進(jìn)行舉報(bào)或認(rèn)領(lǐng)
文檔簡(jiǎn)介
1、 Procedia Engineering 117 ( 2015 ) 802 – 807 1877-7058 © 2015 The Authors. Published by Elsevier Ltd. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-n
2、d/4.0/).Peer-review under responsibility of the organizing committee of SPbUCEMF-2015 doi: 10.1016/j.proeng.2015.08.255 ScienceDirectAvailable online at www.sciencedirect.comInternational Scientific Conference Urban Civ
3、il Engineering and Municipal Facilities, SPbUCEMF-2015Logistics in the Function of Customer Service – Relevance for the Engineering Management?????????????a, , ????????????????b, Arton Djokaja, Nikolai Vatinc,*a???????
4、?????????????????????????????????????????????????????????????????????b??????????????????????????????????????????????????????????????????????????cSt. Petersburg State Polytechnical University, Politekhnicheskaya, 29, Sain
5、t-Petersburg, 195251, RussiaAbstractIn the modern business environment, which is characterized by the market globalization, rapid development and usage of new technologies, logistics activities have specific implication
6、s on business processes. Authors start from the hypothesis that the logistics management and customer service management can create a basis for continuous sustained growth of operating incomes, and at the same time it
7、provides their own positive corporate image in the market. The management of logistics activities in the function of satisfying the consumer has become one of the most attractive areas of the strategic management in th
8、e last ten years, therefore, managers seek for strong competitive weapon in the development of own logistic system in order to differentiate their offers in comparison to others. © 2015 The Authors. Published by El
9、sevier Ltd. Peer-review under responsibility of the organizing committee of SPbUCEMF-2015.Keywords: logistics, management, customer, customer service, engineering.1. IntroductionIn modern business conditions, managers mu
10、st pay great attention to logistics activities that are best manifested through adequate customer service, which attracts new customers and retains old ones, therefore, it directly affects the competitive advantage of
11、the company in the market. Customer service is one of the key aspects of the offer to * Corresponding author. Tel.: +7 921 964 3762; fax: +7 812 535 799 E-mail address: vatin@mail.ru© 2015 The Authors. Published by
12、Elsevier Ltd. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer-review under responsibility of the organizing committee of SPbUCEMF-2015804 Boban Mel
13、ovi? et al. / Procedia Engineering 117 ( 2015 ) 802 – 807 competitive market of final products, the level of customer service can help firms get new and/or retain old customers. Customers require the meeting of
14、their needs in two levels [7]:? Satisfaction with the product (e.g., purchased car) or service (e.g., rent-a-car), based which depends on what represents a basic activity of the company, and? Satisfaction with the qual
15、ity of the customer service - for example, sellers' kindness, knowledge of sales, delivery competency, working time, etc.Therefore, these authors conclude that each business must continuously make some kind of trade
16、-off analysis of the customer service, as the second most important product segment. Mason, Ezell and Mayer in their book indicate that the term customer service usually means a payment method, billing and checking the
17、 creditworthiness of customers and manage customers’ complaints [8]. Putting all types of services that are offered to customers in strategic dimensional level, these authors categorize all segments of the customer ser
18、vice in four large groups [8]:? Basic aspects of the customer service - these are those services that are nowadays very common, such as parking for customers, possibility for customers to take their basket from the stor
19、e to the car, toilet, restaurant etc. These are services that do not indicate any additional value to the customer, but also costs that are related to their production are not big and are calculated in advance in the c
20、onstruction and equipping of commercial shopping centers. ? Inevitable customer service activities - represent tasks of receiving, sorting and handling goods in the store. These tasks require a lot of work, and at the
21、same time they cause additional costs for the company, while the value of these activities in the eyes of consumers minimizes. This means that company cannot avoid these group of working activities, but it can moderniz
22、e them (e.g. high bay warehouse), which will reduce the costs of servicing customers. Customers pay these service costs through the purchasing price of goods.? The supporting customer service - represents works and acti
23、vities in implementing services that require high costs, but in the eyes of customers the value of these works is highly ranked. This applies to the activities of sorting orders, free home delivery, storage of products
24、 in special boxes until the customer returns, care for children while parents are buying, sending wedding and birthday cards to their customers, etc. Practically, these aspects of the customer service have a direct imp
25、act on sales.? Additional service for customers - primarily, it means the computerization of systems in stores, which, nowadays is not a big expense, but it represents a significant value for customers. This enables, fo
26、r example, phone and computer orders, electronic payments and keeping various records that are in the domain of logistics or other information systems in the enterprise.All theorists of the trade-marketing orientation
27、agree that the customer service is one of the most critical factors in attracting new and retaining old customers, and improving the competitive position of the company on the market as well [9]. However, they do not a
28、gree that the main field of activity of the customer service is in charge of the logistics activities of the company. The most important influence on the policy of the customer service have major logistics functions: t
29、ransport, inventory keeping, warehousing and the logistics information system.3. Logistics through the prism of marketing conception of the customer serviceDifferent views on the formal and essential aspect of analysing
30、one and the same term requires a systematic presentation of relevant scientific standpoints. Marketing theorists consider the customer service as one of the key aspects of company's offer. For example, R. Brookes t
31、alks about the fifth “P“ in the marketing mix of the company referring to the customer service [10]. Precisely, this marketing analyst makes a terminological difference and points out that this strong marketing weapon
32、refers to the field of costumer/consumer servicing, which means the provision of additional services to consumers in the production or in the classical utility form. Based on what is stated, we can conclude that effect
溫馨提示
- 1. 本站所有資源如無(wú)特殊說(shuō)明,都需要本地電腦安裝OFFICE2007和PDF閱讀器。圖紙軟件為CAD,CAXA,PROE,UG,SolidWorks等.壓縮文件請(qǐng)下載最新的WinRAR軟件解壓。
- 2. 本站的文檔不包含任何第三方提供的附件圖紙等,如果需要附件,請(qǐng)聯(lián)系上傳者。文件的所有權(quán)益歸上傳用戶所有。
- 3. 本站RAR壓縮包中若帶圖紙,網(wǎng)頁(yè)內(nèi)容里面會(huì)有圖紙預(yù)覽,若沒有圖紙預(yù)覽就沒有圖紙。
- 4. 未經(jīng)權(quán)益所有人同意不得將文件中的內(nèi)容挪作商業(yè)或盈利用途。
- 5. 眾賞文庫(kù)僅提供信息存儲(chǔ)空間,僅對(duì)用戶上傳內(nèi)容的表現(xiàn)方式做保護(hù)處理,對(duì)用戶上傳分享的文檔內(nèi)容本身不做任何修改或編輯,并不能對(duì)任何下載內(nèi)容負(fù)責(zé)。
- 6. 下載文件中如有侵權(quán)或不適當(dāng)內(nèi)容,請(qǐng)與我們聯(lián)系,我們立即糾正。
- 7. 本站不保證下載資源的準(zhǔn)確性、安全性和完整性, 同時(shí)也不承擔(dān)用戶因使用這些下載資源對(duì)自己和他人造成任何形式的傷害或損失。
最新文檔
- [雙語(yǔ)翻譯]物流外文翻譯--物流在客戶服務(wù)中的作用——與工程管理的相關(guān)性
- [雙語(yǔ)翻譯]物流外文翻譯--物流在客戶服務(wù)中的作用——與工程管理的相關(guān)性中英全
- 2015年物流外文翻譯--物流在客戶服務(wù)中的作用——與工程管理的相關(guān)性(英文).PDF
- 2015年物流外文翻譯--物流在客戶服務(wù)中的作用——與工程管理的相關(guān)性
- 2015年物流外文翻譯--物流在客戶服務(wù)中的作用——與工程管理的相關(guān)性.DOCX
- [雙語(yǔ)翻譯]逆向物流外文翻譯--逆向物流在物流中心概念中的作用(英文)
- [雙語(yǔ)翻譯]逆向物流外文翻譯--逆向物流在物流中心概念中的作用
- [雙語(yǔ)翻譯]逆向物流外文翻譯--逆向物流在物流中心概念中的作用中英全
- 2014年逆向物流外文翻譯--逆向物流在物流中心概念中的作用(英文).PDF
- 2014年逆向物流外文翻譯--逆向物流在物流中心概念中的作用
- 2014年逆向物流外文翻譯--逆向物流在物流中心概念中的作用.DOCX
- [雙語(yǔ)翻譯]物流專業(yè)外文文獻(xiàn)翻譯 ---城市物流的機(jī)遇與挑戰(zhàn)(英文)
- [雙語(yǔ)翻譯]物流外文翻譯--物流數(shù)字化的可持續(xù)性影響(英文)
- [雙語(yǔ)翻譯]物流外文翻譯--城市物流措施及其關(guān)聯(lián)影響的分類(英文)
- 物流管理外文翻譯--物流信息服務(wù)系統(tǒng)的優(yōu)化管理(英文)
- 物流專業(yè)外文翻譯---跨國(guó)物流在中國(guó)的發(fā)展
- 運(yùn)輸在物流鏈中的作用外文翻譯(英文)
- [雙語(yǔ)翻譯]--物流管理外文翻譯--全球化進(jìn)程中的物流管理未來(lái)
- [雙語(yǔ)翻譯]物流專業(yè)快遞行業(yè)外文翻譯—客戶為何打算使用快遞服務(wù)(節(jié)選)
- [雙語(yǔ)翻譯]物流外文翻譯--物流數(shù)字化的可持續(xù)性影響
評(píng)論
0/150
提交評(píng)論