Evaluating customer service performance in warehousing environments

Abstract

Distribution centers and warehouses are becoming more and more dependent on advanced computer technology to establish and maintain competitiveness in a global economy. Using computerized information management tools in evaluating customer service performance, in warehousing environments, is a necessary requirement for today’s extremely demanding customer. Businesses view customer service as among the most important interfaces with the customer, and a prime means by which to penetrate, build, and maintain market share. Here, measurements of customer service performance are defined, discussed, and evaluated through a mathematical model and its graphical representation.

Citation

Ezziane, Z. (2000), "Evaluating customer service performance in warehousing environments", Logistics Information Management, Vol. 13 No. 2, pp. 90-94. https://doi.org/10.1108/09576050010314027