Sharpening logistics customer service strategy planning by applying Kano's quality element classification
- 20 September 1998
- journal article
- Published by Elsevier in International Journal of Production Economics
- Vol. 56-57, 253-260
- https://doi.org/10.1016/s0925-5273(97)00065-0
Abstract
No abstract availableThis publication has 7 references indexed in Scilit:
- A framework for cost-service analysis in differentiation of logistics servicesInternational Journal of Production Economics, 1996
- Fomenting a customer obsessionNational Productivity Review, 1995
- Service Priorities in International LogisticsThe International Journal of Logistics Management, 1995
- Using Salespeople to Collect Customer Service InformationInternational Journal of Physical Distribution & Logistics Management, 1991
- A Customer‐based Competitive Analysis for Logistics DecisionsInternational Journal of Physical Distribution & Logistics Management, 1990
- Making SWOT Analysis WorkMarketing Intelligence & Planning, 1989
- A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 1985