Logistics Customer Service Research Articles

Determinants of agricultural tractor selection - assessment from the perspective of a supplier of vehicles and means of transport used in agriculture

The subject of the research described in the presented study are the determinants of the selection of agricultural tractors. The research was conducted from the perspective of suppliers of vehicles and means of transport used in agriculture. Its fundamental aim was an attempt to answer the question concerning factors that are crucial from the buyer's perspective and determine their decision to choose a specific tractor. Achieving the main goal required identifying and defining factors conditioning the decision-making process (the multi-criteria model), which was validated later in the study (the assessment of the significance of requirements). Such an approach enabled conclusions and recommendations regarding the method and direction of improvement in the range of offered tractors and related logistic customer service processes. The main burden of the study fell on desk research analysis including the overview of available literature and documentation sources as well as an expert debate (the method of competent judges). In order to transfer the issue to the level of the agricultural machinery sector - through an interview among a deliberately selected group of suppliers of vehicles and means of transport used in agriculture (including New Holland, Claas, Fendt, John Deer, Kubota, Deutz Fahr, Case IH, Massey Ferguson, Zetor, Farmtrac Tractors Europe) – the importance of determinants was clarified (the hierarchy of importance).

Logistics customer service management on the example of a manufacturing company

Purpose: The aim of the article is to analyze the operation of company X in the context of logistic customer service in practice. Design/methodology/approach: The idea of the work is to present the theoretical part of customer service and compare it to logistic customer service in practice. It also includes comparisons of practical solutions of company X to theoretical requirements. Findings: The research issue discussed in the article was a survey. Its purpose is to present customer service in Patrick's Day in company X. 81 people of different genders and age groups responded anonymously to the survey questions 15- >60 years. General knowledge of the logistics industry and responses from opinion makers were taken into account. The responses of the surveyed people were presented graphically along with their descriptions. Research limitations/implications: The practical part is intended to reflect the actual compliance of company X with the imposed rules. The Logistics Customer Service Principles were created to ensure a consistent and effective approach to customer service in the context of logistics. Practical implications: The type of customer service strategy depends on the specific goals and needs of a given business. The essence of logistic customer service is the effective management of the flow of products and services from the place of production to the place of consumption in order to meet customer needs. Logistics customer service covers many aspects, such as planning, controlling and monitoring the flow of goods, inventory management, transport, warehousing and coordination of activities between various links in the supply chain. Social implications: Customer service also means the ability to accept customer opinions and comments with an open mind. Customers should be able to express their opinions and complaints and then respond effectively. Originality/value: The article draws attention to the importance of a non-routine approach to the dynamics of opportunities. This is important for management as a scientific discipline, but also for managers, which indicates various possible development paths. Keywords: Customer, logistic customer service, logistics. Category of the paper: Research paper.

Expectations of manufacturing companies for suppliers regarding the improvement of their processes

The article presents the results of conducted empirical research in which an attempt was made to identify the expectations of manufacturing companies towards suppliers in terms of process (logistics customer service, supervision over property customer, production monitoring, supplier supervision) improvement. The research was conducted using the Computer Assisted Telephone Interview (CATI) technique. The research covered 150 production medium and large size companies (employing over 50 people) who were suppliers for enterprises from the automotive, electromechanical and chemical sectors operating in the Polish industrial market. The expectations of production companies towards their suppliers regarding improvement of processes concept were assigned a rank on a scale from one (the least important criterion) to five (the most significant). The analysis of the results of the conducted research shows that the implementation of management tools such as international organizational standards (ISO), Kaizen or Lean Management by companies that are purchasers may affect the expectations towards suppliers in terms of improving their processes. The considerations undertaken in this article confirm that in order to compete on the modern market, close cooperation and cooperation within the supply chain are needed. Representatives of the surveyed manufacturing companies notice this fact and set high expectations for their suppliers in virtually all the surveyed aspects. Conducted research shows that suppliers must pay special attention to the implementation of processes related to ensuring and improving the technical quality of products by focusing on improving control and supervision processes and logistical aspects of customer service. Proper implementation and improvement of these processes requires a methodical approach. Based on the obtained research results, managers of organizations supplying manufacturing companies can obtain important information that will be used to improve processes that are important from the point of view of their recipients. On this basis, they can make an optimal allocation of resources and modify the management style to improve cooperation with manufacturing companies.

Analysis of The Elements of Logistics Customer Service In Freight Forwarding

Logistics is as service industry that relies heavily on people to execute operations in order to provide a better perception to customers through customer service. In stiff competition, customer service will make a big difference between competitors. A qualitative study using in-depth interview analyse the effectiveness of implementing three elements of logistics customer service, i.e., pre-transactions, in transactions and post-transactions, particularly in the international freight forwarding activities to understand the three elements of customer service transactions. The result shows a strong relationship and impact between the elements, although most of the topics in these elements are not relevant to freight forwarding industry.

Methodological bases for assessing the quality of transport and logistics customer service of a marine terminal operator

The purpose of this article is to develop a methodology for assessing the quality of transport and logistics services for operators of sea terminals. The paper identifies the factors influencing the formation of the quality of transport and logistics services in the activities of marine operators of sea terminal in modern conditions. As a result of the conducted research, a system of comprehensive quality assessment has been formed, which allows assessing the degree of customer satisfaction. A new approach to quality assessment is proposed, involving the involvement of customers in the formation of quality criteria, as well as a method for calculating and evaluating the normative level of the generalizing indicator of the quality of transport and logistics customer service of the operator of the sea terminal. The practical significance of the developed methodology is that on its basis it becomes possible to assess the consequences of implementing various management decisions to improve the business processes.

CONCEPT OF CUSTOMER SERVICE IN THE LOGISTICS INDUSTRY: ADVANTAGES, PROBLEMS AND SOLUTIONS

An important concept in the operation of logistics transport systems is logistics customer service. This concept is based on the overall scope of the supply chain. Traditionally, it has been difficult for supply chain components to define their role in the overall customer service provided to end users. However, there is a growing trend towards greater awareness of their role not only in relation to trading partners but also to the end customer. The logistics industry is responsible for the transportation and storage of goods. Improving customer service in the logistics industry can have many benefits. Better customer service can lead to higher levels of satisfaction, repeat business and recommendations. It can also lead to increased efficiency and lower costs. A well-run logistics operation depends on satisfied customers. When customers are satisfied with the service, they are more likely to use the same company again and recommend it to others. Improving customer service can also lead to increased efficiency and lower costs. By optimizing service operations, logistics companies can increase profitability by providing excellent service. Logistics customer service is an important part of the logistics industry. Customers entrust their shipments to a logistics service and expect to receive excellent service. Quality customer service is seen as a way to create loyal customers and keep them coming back, so this issue is relevant for logistics business. The article defines the process of customer service in logistics, describes the stages of logistics service. The importance of improving customer service in the field of logistics is analyzed and tips for its improvement are given. Problems in logistics customer service are identified and ways to determine customer service satisfaction are proposed. The benefits of improving customer service and ways to create a positive customer experience are described. Customer service is extremely important in the world of logistics because of the highly synchronized and detailed planning and execution that is required to operate on a global scale. Improving customer service in the logistics industry can have many benefits. There are many reasons to focus on customer service, from increasing customer satisfaction to reducing costs. By following the developed tips, it is possible to improve the quality of service in the logistics business and ensure the company's competitiveness.

The impact of logistics and marketing customer service on e-commerce

Purpose: The aim of the study is to retain young customers shopping online. The subject of the study concerns the area related to management and optimization of management during online logistics and marketing purchases. Design/methodology/approach: E-commerce has been steadily gaining more and more supporters in recent years. The Covid-19 pandemic and the restrictions introduced in stationary trade were of particular importance for online shopping. The role of logistic customer service and the impact of online advertising on purchasing decisions were examined. Survey research is the most popular method of social research, therefore, in order to obtain data necessary to achieve the goal of the work, a research tool was used, which is a survey questionnaire. Findings: A detailed analysis concerned the impact of online advertising on the purchasing decisions of young consumers. It is an inseparable element of using network resources and allows you to reach a very wide audience - Internet users. It is this type of advertising that has the greatest impact on consumers, which is related to the constantly growing number of people using the Internet. Originality/value: The publication covers the subject of impact of logistics and marketing customer service on e-commerce. Combining interdisciplinary research in the areas of management and quality science with economics and finance. Keywords: e-commerce, logistic customer service, internet marketing. Category of the paper: research paper.

The impact of logistics and marketing customer service on courier services

Purpose: The aim of the study was to analyze the importance of logistics and customer service marketing in courier services on the DHL platform. In addition, the scale of influence of the marketing of the courier company in question on consumer decisions is suspicious. Design/methodology/approach: The choice fell on the survey as a research method that gave the opportunity to analyze the researched problems from different perspectives, dealing with many issues at the same time, and also through the possibility of reaching more people from the research group. Findings: It has been shown that activities related to logistics and marketing customer service are very important for the functioning of a courier company and achieving success in this industry. Originality/value: The publication covers the subject of impact of logistics and marketing customer service on courier services. Combining interdisciplinary research in the areas of management and quality science with economics and finance. Keywords: courier services, logistic customer service, internet marketing. Category of the paper: case study.

A Brief Analysis of Logistics Customer Service Management

Abstract The quality of customer service determines the survival and development of logistics enterprises. In the highly competitive e-commerce field, it is necessary to continuously improve the customer service management level of logistics enterprises, and the application of big data can optimize customer service management of logistics enterprises in e-commerce. This paper analyzes the reasons for the low customer service satisfaction with domestic logistics enterprises in China, and then puts forward how to optimize customer service management of logistics enterprises in ecommerce based on big data in order to effectively promote the service quality of logistics enterprises. This study is contributing to the body of knowledge by developing a comprehensive framework to solve various e-logistics problems. Hence, the current study is helpful for e-logistics companies to mitigate e-logistic customer satisfaction problems.

Logistics Customer Service and Sustainability-Focused Freight Transport Practices of Enterprises: Joint Influence of Organizational Competencies and Competitiveness

The paper presents the results of research on the influence of logistics customer service on sustainability-focused freight transport practices of enterprises. Additionally, the extended perspective of the key relation through the inclusion of the joint effect of selected organizational competencies of the companies and their competitiveness in interaction with logistics customer service was introduced. The adopted research procedure included the use of several different statistical methods with regard to data collected in 275 freight transport enterprises. First, the Kaiser-Meyer-Olkin test and the Bartlett Sphericity test were determined, then a factor analysis was carried out with the intention of performing a reliability analysis and discriminant validity assessment, and finally, correlations and hierarchical multiple regression were determined. The findings of the research suggest a primal concluding explication that sustainability-focused freight transport practices are conditioned by auxiliary logistics processes realized by the enterprise within logistics customer service, joint competencies within the organization’s management, as well as peripheral circumstances of competitiveness.

Editorial to the Inaugural Issue

Dear editors, reviewers, authors, readers, and other members of the whole scientific and professional community, Welcome to this inaugural issue of the Journal of Green Economy and Low-Carbon Development (JGELCD)! On behalf of the editorial board members, I express my gratitude to introduce the first issue of the JGELCD, which comprises a set of articles on the subject of economic change to sustain environment and reduce climate change. The articles provide multidisciplinary knowledge on complementary fields, due to the specificity of the aim and scope of the JGELCD. Therefore, this inaugural issue comprises five articles, whose short presentations follow below. Article 1 provides valuable underpinnings of the influence of logistics customer service on sustainability-focused freight transport practices of enterprises, based on a survey questionnaire. The results obtained - using the Kaiser-Meyer-Olkin test, the Bartlett Sphericity test, factor analysis, correlations, and hierarchical multiple regression - suggest that sustainability-focused freight transport practices are conditioned by auxiliary logistics processes within logistics customer service, management competencies, and capability of enterprises to employ resources in the feedback for the market requirement. Article 2 investigates technological drivers (like AI, ANNs, smart fuzzy logic systems, smart genetic algorithms, smart IoTs, and smart expert systems) to evaluate CO2 emissions, by applying machine learning in three directions, namely “supervised learning, unsupervised learning, and reinforcement learning”, to advance a clean Energy System. The results revealed that integration of sensors and predictive analysis may control the negative impact of climate change, on the one hand, and integration of sensor and machine learning algorithms may foresee future climate situations, on the other hand, with overall positive impact on economic activities. Article 3 provides insights for development of existing tourism potential on Pahawang Island (Indonesia), whose management is carried out by the local community. The underpinnings of this research reveal the main ways for improving the tourism, maintaining hospitality, cleanliness, comfort of tourists and protecting the environment. Article 4 highlights the factors responsible for the adoption of green products in the Indian market, based on a survey questionnaire. The main findings revealed that green labelling (as the most important tool for consumers to identify green products), “concerns about the environment” and “recommendations from family and friends” have a great influence on consumer's orientation for green products in India. Article 5 also relates to the tourism field, which investigates the distribution characteristics and spatial correlation of tourist accommodation spaces based on environment information. The main findings reveal significant and valuable information on this subject. Accordingly, this inaugural issue offers insightful knowledge on the environmental issue and climate change, related to the following fields: transport, logistics, technological drivers, tourism and green products. The authors are coming from Poland, Greece, Romania, Indonesia, India and China. Therefore, based on the internationally opening of the journal, we invite and welcome manuscripts’ submissions from around the world. All information related to the JGELCD are available on the website: https://www.acadlore.com/journals/JGELCD.

The Impact of Instability in the Business Environment on the Competitiveness of Enterprises Using the Example of the Apparel Industry

Recently, many disruptions have occurred in the environment of companies, mainly caused by the COVID-19 pandemic, but also, for example, by the war in Ukraine and by the sharp increase in fuel prices. The aim of the article was to present the competitive strategies of chosen companies from the garment industry and the impact of environmental instability on the competitiveness of enterprises using the example of the clothing industry in Poland. The author has been conducting comprehensive research in Polish clothing companies since mid-2017, using, first of all, the method of interviews with company management. This article presents partial results of these studies concerning the competitiveness of companies, especially in terms of the instability of the environment. On the basis of the conducted research, it can be concluded that the instability in the environment has a significant impact on the competitiveness of clothing enterprises. In the initial period, the COVID-19 pandemic had a negative impact on the level of logistic customer service. Because of this, availability of clothing in some stores and quality of deliveries to online customers deteriorated. The war in Ukraine also caused a temporary deterioration of the availability of clothing in the case of companies that outsourced production to Ukraine. Instability in the environment resulted in an increase in logistics and production costs, which in many cases resulted in an increase in the price of clothing for the end customer. The COVID-19 pandemic and the increase in fuel prices have reduced the efficiency of outsourcing clothing production in low-cost countries, but in the surveyed companies, this had not caused a shift of production from global to local. The problems resulting from the instability of the environment were more quickly overcome by those companies that were more flexible and that earlier on had diversified their sales channels (i.e., sold both in the stores and via e-commerce customers) and the sources of supply (production not only in low-cost countries but also in the local sewing factories). The research confirmed the significant impact of instability in the environment on the ability to compete with the level of logistic customer service and price. The instability in the environment did not affect the ability to compete with the quality of clothing in the surveyed companies.

Logistic approach to the segmentation of the company's customers as a basis for the formation of logistics services

The article defines the essence of the logistics customer service concept, as a component of the service process, which makes it possible to ensure the necessary level of the customers’ needs satisfaction, while providing the minimum necessary level of costs and maximizing profit for the company. It was determined that the basis of the formation of logistics customer service is their segmentation or differentiation. A classic logistic approach to the differentiation of customers can be considered their division using ABC-XYZ analysis. At the same time, ABC analysis is usually carried out based on the income brought by clients for a certain period of time, XYZ analysis is carried out according to the stability of relations with the client, that is, according to the number of orders placed by the client during the same period of time. We proposed our own view on the direct process of dividing customers into groups A, B and C, which is based on the calculation of the "jump in share" of customer revenues. The advantage of the proposed approach is that customers with relatively equal importance to the company cannot fall into different categories, and customers with very different values of importance to the company cannot fall into the same category. Another approach to customer differentiation based on customer profitability was also proposed and recommendations for servicing each customer group were made. Thus, the correct segmentation of customers and assessment of the potential of each segment will allow building several different service strategies aimed at increasing the company's profits.

Standardisation of Logistics Customer Service

Standardisation of Logistics Customer Service

Last Mile Logistics Innovations in the Courier-Express-Parcel Sector Due to the COVID-19 Pandemic

The development of the e-commerce market worldwide, which was already dynamic, was accelerated by the SARS-CoV-2 virus. Millions of incoming orders required analogue support from the CEP sector (courier-express-parcels sector) to provide the desired “customer experience”. In the context of whether the habit of shopping in virtual reality will become permanent, it is worth considering what shape the logistics services will take in the last mile after the pandemic? Or, will customers return to shopping in the real world? A subject for these considerations was an analysis of the impact of the SARS-CoV-2 virus pandemic on the technologization of last mile logistics services, resulting in an increase in the level of “customer experience”, with Poland as an example. The research methods used were participant observations and critical analysis of collected materials. The obtained results made it possible to conduct a descriptive and explanatory nomothetic study based on an Internet questionnaire. The authors formulated a diagnosis about the possibilities of using the potential of customer experience for the development of enterprises based on technologization of last mile deliveries. The recommendations can be used by scientists and managers in the CEP industry to redefine business models based on the technology of logistics customer service processes.

Features of logistics management of warehouse system of the express delivery

Problem. The efficiency of delivery and postal items is currently a necessary condition without which the normal circulation of goods and services, as well as human life at the present stage of development of society is impossible. Delivery is the link between the production and consumption of goods and services, serving both producers and consumers. The continuity of logistics customer service in today's market conditions must be ensured by the efficient operation of the warehouse. The mechanism of express delivery ensures that when applying to a logistics intermediary of a certain type, the client can count on the provision of a comprehensive service. A distinctive feature of the mechanism is the work of the warehousing system, as the subject of work of express delivery companies is not a product but a service. Despite the existence of various methods and systems for optimizing the warehousing process, the peculiarities of the operation of the warehouse at express delivery enterprises remain insufficiently considered. Goal. Improving the efficiency of the warehouse system of express delivery companies by streamlining the parameters of the warehouse based on the application of logistics management to warehousing processes. Methodology. The analyzed parameters of the warehouse reflect the volume and mass characteristics that allow to assess the efficiency of the warehouse in relation to the use of its usable area, capacity. Results. Based on the analysis of the functioning of the warehouse system, the parameters of the warehouse are set, taking into account the peculiarities of the logistics management of express delivery companies. Originality. A model for determining the cost of storage of goods is presented, which takes into account the time of circulation of goods in the warehouse. Practical value. The parameters of work of a warehouse are offered, the features of logistic management of system of express delivery are considered. As a result of the analysis of the offered criterion of efficiency – the expenses for storage of cargoes in a warehouse, the basic elements influencing efficiency of functioning of a warehouse system of the enterprises of express delivery are determined.

Intelligent Transportation System Applications and Logistics Resources for Logistics Customer Service in Road Freight Transport Enterprises

Road freight transport involves many adversities, along with the growing effect of carbon dioxide transmitted by vehicles on the natural environment, greenhouse gas emissions, or extensive energy use. Within the smart mobility concept, the acknowledged management of enterprises’ relationships with customers within their service is profoundly determined by the deployment of compelling Intelligent Transportation Systems (ITSs) applications in forming united cooperation with the customers. The paper proposes selected ITS applications as an advancement of logistics customer service in road freight transport enterprises that is divided into a group of six applications which are critical within the area of vehicle support, improving the energy efficiency of transport and reducing the negative impact of transport on the natural environment, reducing transport time but increasing connectivity and comfort, as well as a group of ten different applications chosen as crucial for general management support and increasing accessibility, cohesiveness, and control in management processes in road freight transport enterprises. The study also presents the effect of ITS applications on logistics customer service as dependent on an alignment between the group of ITS applications and logistics resources of road freight transport enterprises. The model proposed in the paper was analyzed based on the survey data obtained from 164 road freight transport enterprises in Poland.

The Regression Model and the Problem of Inventory Centralization: Is the “Square Root Law” Applicable?

The research problem undertaken by the authors of this article concerns the optimization of the size of the distribution network (the number of warehouses). The authors developed regression models, which are an alternative to the classical “Square Root law” optimization formula. The models were built for the two distributions of demand most commonly used in the literature: Gaussian and Gamma distribution. They allow the calculation of the level of inventory with a given number of warehouses and the level of stock availability as a measure of logistic customer service. The aim was to create a useful tool for decision-makers in companies. The models were elaborated on the base of the simulations carried out for various products (loading parameters, value), sales volumes, number of warehouses, and different standard deviations. Both regression models were statistically significant; the coefficients of determination are relevant. A slightly better value was obtained in the case of Gaussian distribution. The results obtained with the use of the classic “Square Root law” were in some cases quite similar. However, the type of distribution and the variability of demand, measured by standard deviation, have a significant influence here. Thus, the authors believe that the models developed may give more accurate results and that the “Square Root law” formula should be modified taking into account the characteristics of the demand. After completing the regression models with cost components, the total costs were calculated for selected cases of product groups (food, electronics, garments), different levels of the availability of stocks, and different number of warehouses. As it turned out, centralization may not necessarily be the optimal strategy for the most expensive goods. Loading parameters are also important, as they have a significant impact on the costs of storage and, above all, transport.

Choosing a Courier Service: Factors in Customer Preference

Courier services are an integral part of logistic customer service and constitute a vital element from the standpoint of customer satisfaction. The aim of this paper is to identify the factors which inform customer decisions to choose a courier service by means of a survey conducted with a randomly selected group of respondents. The results were obtained using a questionnaire made available ONLINE. Decisions concerning the choice of a particular courier company depend on many factors, i.e. shipping price, timeliness of delivery, waiting time, as well as order completion time and customer service. The study also addressed the COVID-19 pandemic and its impact on the frequency of purchases through courier companies, showing that the lockdown affected that frequency substantially. The survey also found that courier and parcel stations are the most important form of delivery in the opinion of the respondents. It may be noted that, according to the survey, customers most frequently used courier services several times a month.

DEVELOPING QUALITY STRATEGIES OF LOGISTICS CUSTOMER SERVICE

Today’s requirements for the implementation of logistics activities require the formation and revision of appropriate strategies. The article considers the practical and theoretical experience of developing strategies for logistic activity and logistics consumer service. The strategy of quality of logistics customer service is implemented in the management of logistics business processes of the enterprise and is a set of solutions, plans and measures aimed at continuous improvement and ensuring effective organized activities of staff in a certain material environment related to offering and providing logistics services that meet specific needs and requirements of customers.
 When forming quality strategies of logistics services, special attention should be paid to the culture of quality (formation of the worldview of the whole team in the field of quality – motivating each employee to acquire new knowledge and skills) and business culture of logistics. The latter acts as a certain unity of interests of all groups of persons interested in logistics processes; provided with appropriate ways of making management decisions, etc.
 The article proposes an approach to the formation of logistics service quality strategies, which is based on determining the levels of efficiency, effectiveness and adaptability of logistics customer service, and involves the development and selection of options for appropriate alternative solutions. The following strategies are determined as typical: strategy of logistics outsourcing, concentrated improvement, reengineering of the logistics service process, purposeful quality improvement, application of “kaizen” technologies, minimization of logistics costs, quality management, continuous improvement of the quality of logistics services.
 The choice of priority alternative solutions is based on the maximum values of their integrated assessment, taking into account the importance of implementing a particular strategy.