COST OF PHYSICAL DISTRIBUTION AS A COMPONENT OF CUSTOMER SERVICE COST OF COMPANIES IN THE LOWER SILESIA REGION
Abstract:
The cost of customer service is one of the fundamental notions employed in modern logistics. Its significance is fairly evident, particularly in the context of changes on international markets (globalisation), the broad implementation of modern customer service philosophies on the company level, the pressure to maintain and improve the logistic effectiveness of the service, and the apparent disparities between the level of service and customer expectations. This paper presents empirical findings gathered from the survey of production companies operating in the Lower Silesia region in Poland. The survey was designed to examine the cost of physical distribution separately from other cost elements, as an important determinant in the process of improving customer satisfaction and meeting their expectations. The research methodology was supplemented by numerous literature sources, survey analyses, and deduction/induction methods.
CITATION:
IEEE format
M. Biernacki, “Cost of Physical Distribution as a Component of Customer Service Cost of Companies in the Lower Silesia Region,” in FINIZ 2016 - Risks in Contemporary Business, Belgrade, Singidunum University, Serbia, 2016, pp. 97-101. doi: 10.15308/finiz-2016-97-101
APA format
Biernacki, M. (2016). Cost of Physical Distribution as a Component of Customer Service Cost of Companies in the Lower Silesia Region. Paper presented at FINIZ 2016 - Risks in Contemporary Business. doi:10.15308/finiz-2016-97-101
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