Noteworthy shifts in availability of raw materials, component parts and products have had a profound influence on customer service levels. Changes in these levels have dramatised the importance of and concern for effective management of customer service in distribution. As a result, adjustments...

“The customer service complaint is universal in physical distribution operations. It is inevitable that even the most efficient of distribution systems will occasionally have failures; it is equally inevitable that from these failures will emanate complaints. Only if an active and systematic...