顾客服务跟后勤学.pptVIP

Chapter 11 Customer Service, Logistics and Distribution Logistics and Physical Distribution Customer Service The transporting and storing of goods to match target customers needs with the organisation’s marketing mix Both within individual organisations and along a channel of distribution Customers think of physical distribution in terms of the customer service level how rapidly and dependably a company can deliver what the customer wants There are trade-offs among physical distribution costs, customer service levels and sales Examples of Factors that Affect Physical Distribution Service Level