BENCHMARK SURVEY – CUSTOMER SERVICE 2005 – PART 2
Result of the Survey carried out between 1994 and 2004 on the evolution of the importance and quality of the physical distribution service in the […]
BENCHMARK SURVEY – CUSTOMER SERVICE 2005 – PART 1
Result of research carried out between 1994 and 2004 on the evolution of the importance and quality of the physical distribution service in the […]
THE PHYSICAL DISTRIBUTION SERVICE AS A DETERMINING FACTOR IN THE PURCHASE DECISION PROCESS – PART 2
The first part of this article presented the physical distribution service as a determining factor in the retail purchasing decision process. […]
THE PHYSICAL DISTRIBUTION SERVICE AS A DETERMINING FACTOR IN THE PURCHASE DECISION PROCESS – PART 1
Upon completion of 10 years of data collection and evolutionary analysis of the results of the Benchmark survey – Customer Service is […]
LOGISTICS AND CUSTOMER LOYALTY
Customer loyalty – as well as that of employees, suppliers, service providers and shareholders – is a theme that has been appearing […]
THE ORDER PROCESSING SYSTEM AND ORDER CYCLE MANAGEMENT
Among the factors that have driven the development of logistics around the world, one of the most important is the growing use of […]
EVOLUTION OF LOGISTICS PERFORMANCE IN CONSUMER GOODS INDUSTRIES: AN ANALYSIS FROM THE RETAILER'S PERSPECTIVE
In Brazil, the last decades have been marked by changes in the competitive environment, mainly caused by the opening of the market. Some aspects of this process […]
OPPORTUNITIES IN THE VIRTUAL SUPERMARKET SECTOR - AN ANALYSIS FROM THE CONSUMER'S PERSPECTIVE
BRIEF OVERVIEW OF ELECTRONIC TRADE A lot has happened since the first stores ventured to carry out sales through the Internet. […]
AFTER-SALES LOGISTICS
It is undeniable that most publications on logistics topics are dedicated to the planning and execution of the logistical activities associated with […]
EXTERNAL DIAGNOSIS OF THE LOGISTICS SYSTEM: USING CUSTOMER SERVICE SURVEYS TO IDENTIFY IMPROVEMENT OPPORTUNITIES
The lack of information can be one of the reasons that lead to bad administration. However, it is not enough to accumulate a […]
EVOLUTION OF LOGISTICS PERFORMANCE IN VIRTUAL RETAIL IN BRAZIL
This article presents the evolution of logistics performance in the B2C e-Commerce sector in Brazil throughout the year 2000. For […]
TOTAL QUALITY TOOLS APPLIED TO IMPROVE THE LOGISTICS SERVICE
In several articles published in previous issues (see, for example, the April/99, January/2000 and July/2000 editions), we have shown the importance of […]
