Abstract
Organisations around the world are facing unprecedented challenges to the maintenance of profitability as they confront recessionary markets and increasingly fierce global competition. It is against this backdrop that logistics has emerged as a vital element in the process of corporate renewal. This article examines the contribution that logistics can make to the achievement of sustained competitive advantage, particularly through the combined impact of improved customer service and lower costs to serve. The contribution that customer service can make to the building of long-term relationships with customers and hence enhanced customer retention is emphasised.
Published Version
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