Metadata Show full item record. Abstract The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry.
These activities represent ongoing challenges in the logistics discipline and are under-researched in this industry sector that is affected by primary producer crises, product commoditisation and increasing retailer power. Firms that improve customer service should increase customer satisfaction resulting in better customer-supplier relationships, increased customer loyalty, profitability and a differential competitive advantage.
The customer-supplier dyadic exchange between intermediary food processors is the focus of study. There has been little programmatic and integrative study or empirical research of these activities in logistics since work conducted over twenty-five years ago by La Londe and Zinzser. Additionally, some existing studies suffer from a general lack of rigour that pervades the logistics discipline and has prevented meaningful development of research validity and reliability.
Finally, existing research into these activities from the marketing discipline is under-utilised in these investigations. Indeed, there has been limited inter-disciplinary research in logistics notwithstanding the genesis of both logistics and marketing as a single discipline at the beginning of the 20th century.
This study uses a rigorous two-stage methodology developed for marketing research by Churchill. This methodology comprises generating variables for enquiry from a literature review, collecting and analysing data in a pilot survey to purify variables, and conducting a second survey to assess reliability and validity of pilot study findings.
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Mar 24, · Dissertation on Customer Service Customer service is the one of the most important elements of a business. Poor customer service could cause a business thousands of dollars and also “ it’s credibility.”.
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Rochester Institute of Technology RIT Scholar Works Theses Thesis/Dissertation Collections Measuring and achieving quality customer service: a study on public sector in Malaysia. The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry.