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An RSM investigation of the profit potential of customer service variables in physical distribution

An RSM investigation of the profit potential of customer service variables in physical distribution Abstract This paper presents a methodology for examining the profit-generating potential of customer service variables. Through the use of a case study, the proposed methodology is shown to provide a means for estimating the optimum customer service mix and assessing the sensitivity of the profit-customer service relationship. Results of the investigation indicate that service levels can be adjusted so as to enhance the profit performance of the firm. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of the Academy of Marketing Science Springer Journals

An RSM investigation of the profit potential of customer service variables in physical distribution

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References (20)

Publisher
Springer Journals
Copyright
1982 Academy of Marketing Science
ISSN
0092-0703
eISSN
1552-7824
DOI
10.1007/BF02721907
Publisher site
See Article on Publisher Site

Abstract

Abstract This paper presents a methodology for examining the profit-generating potential of customer service variables. Through the use of a case study, the proposed methodology is shown to provide a means for estimating the optimum customer service mix and assessing the sensitivity of the profit-customer service relationship. Results of the investigation indicate that service levels can be adjusted so as to enhance the profit performance of the firm.

Journal

Journal of the Academy of Marketing ScienceSpringer Journals

Published: Dec 1, 1982

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