Service Excellence for Logistics - Management of customer perceived service quality

被引：0
|
作者：
Darkow, Inga-Lena [1 ]
机构：
[1] Int Univ, EBS, Schloss Reichartshausen, SMI, D-65201 Wisebaden, Germany
来源：
PPS MANAGEMENT | 2007年 / 12卷 / 04期
关键词：
service quality; logistics service providers; perceived quality; customer orientation; service;
D O I：
暂无
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
Every company prides itself to fulfil customer needs as good as possible and focuses all its commitment on the customer - as is shown in several PR and internal "customer first" campaigns. This is true for the service industry even more than for manufacturing industry. But, why are some companies perceived to be more customer oriented than others? What makes the difference? What is service Excellence? What is the perception of the customer? These questions will be answered by a study of Supply Management Institute (SMI) at European Business School in Oestrich-Winkel/Wiesbaden, Germany.
引用
收藏
页码：41 / 43
页数：3
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