Cost of Physical Distribution as a Component of Customer Service Cost of Companies in the Lower Silesia Region
Cost of Physical Distribution as a Component of Customer Service Cost of Companies in the Lower Silesia Region
Autori:
Izdanje: FINIZ 2016 - Risks in Contemporary Business
DOI: 10.15308/finiz-2016-97-101
Stranice: 97-101
Apstrakt:
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.
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.
Ključne reči: costs, customer service cost, cost of physical distribution
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BibTeX format
@article{article,
author = {M. Biernacki},
title = {Cost of Physical Distribution as a Component of Customer Service Cost of Companies in the Lower Silesia Region},
journal = {FINIZ 2016 - Risks in Contemporary Business},
year = 2016,
pages = {97-101},
doi = {10.15308/finiz-2016-97-101}
}
RT Conference Proceedings A1 Michal Biernacki T1 Cost of Physical Distribution as a Component of Customer Service Cost of Companies in the Lower Silesia Region AD Univerzitet Singidunum, Beograd, Beograd, Srbija YR 2016 NO doi: 10.15308/finiz-2016-97-101
M. Biernacki, Cost of Physical Distribution as a Component of Customer Service Cost of Companies in the Lower Silesia Region, Univerzitet Singidunum, Beograd, 2016, doi:10.15308/finiz-2016-97-101