[雙語(yǔ)翻譯]物流外文翻譯--物流在客戶(hù)服務(wù)中的作用——與工程管理的相關(guān)性（英文）

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