Looking at logistics perspective, customer service is the outcome of all logistics activities or supply chain processes. “Today, shippers expect their logistics providers to take a ‘cradle-to-grave’ approach to customer service, providing, insight, strategic guidance, and a wide range of capabilities from the very beginning to the very end of the supply chain” ( Partridge, 2010).Ĭustomer service is a broad term that holds many elements ranging from product availability to after-sale maintenance. This can complicate logistics operations for all entities within the supply chain. This concept becomes more critical in times of economic difficulty. The design of the supply chain is justified by customer sales. “It is the end customer who decides whether the creation and functioning of the entire supply chain are justified” ( Długosz, 2010). This has resulted in companies planning strategically with the end-user in mind. They function as customers of the preceding entity within the supply chain then in turn serve as suppliers for the next link in the supply chain. This is difficult when you consider that companies within the supply chain serve a dual role. However, the growing trend is for a larger awareness of “their role not only with reference to trading partners but also to the end customer and at the point to the fact that logistics customer service in the supply chain functions as communicating vessels” ( Długosz, 2010). Traditionally it has been difficult for components of the supply chain to define their role in the overall customer service delivered to end-users.
This concept is based on the overall scope of the supply chain.
An important concept within logistics transportation systems operations is logistics customer service.
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