Article ID: | iaor200421 |
Country: | United Kingdom |
Volume: | 13 |
Issue: | 2 |
Start Page Number: | 90 |
End Page Number: | 94 |
Publication Date: | Mar 2000 |
Journal: | Logistics Information Management |
Authors: | Ezziane Zoheir |
Keywords: | computers: information |
Distribution centers and warehouses are becoming more and more dependent on advanced computer technology to establish and maintain competitiveness in a global economy. Using computerized information management tools in evaluating customer service performance, in warehousing environments, is a necessary requirement for today's extremely demanding customer. Businesses view customer service as among the most important interfaces with the customer, and a prime means by which to penetrate, build, and maintain market share. Here, measurements of customer service performance are defined, discussed, and evaluated through a mathematical model and its graphical representation.