DocumentCode
3502768
Title
Logistics capability construction based on customer satisfaction
Author
Feng, Xuehao ; Zhao, Qilan
Author_Institution
Sch. of Econ. & Manage., BeiJing Jiaotong Univ., Beijing
Volume
2
fYear
2008
fDate
12-15 Oct. 2008
Firstpage
1616
Lastpage
1620
Abstract
The concept of logistics capability is analyzed from the perspective of customer satisfaction and a study of the relationship between the customer satisfaction and logistics capability is made in this paper. Based on the analysis, a model is built, in which the method of marginal utility is used and a conclusion that when logistics capability meets a certain condition the customer satisfaction is maximized is found out. Furthermore, a program about constructing logistics capability to maximize the customer satisfaction is made. At the end, an example shows how to construct logistics capability that maximizes the customer satisfaction.
Keywords
customer satisfaction; logistics; customer satisfaction; logistics capability construction; marginal utility; customer satisfaction; logistics capability; marginal utility; service level;
fLanguage
English
Publisher
ieee
Conference_Titel
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location
Beijing
Print_ISBN
978-1-4244-2012-4
Electronic_ISBN
978-1-4244-2013-1
Type
conf
DOI
10.1109/SOLI.2008.4682785
Filename
4682785
Link To Document