How a customer mission statement affects company performance

Article Abstract:

This article examines the role of a written customer service mission statement in manufacturers, industrial service firms, and consumer service firms. A survey of customer service managers reveals that firms with a customer service mission statement are more likely to survey customers and are more likely to keep specific quantitative measures of customer service performance. In addition, the total number of customer service performance related activities that are monitored is greater for firms having a customer service mission statement, regardless of whether the firm is a manufacturer, industrial service firm, or consumer service firm. (Reprinted by permission of the publisher.)

Research, Performance, Customer service, Mission statements

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Developing effective reverse logistics programs

Article Abstract:

Automobile aftermarket industry examines reverse logistics practices that provide guidelines for managerial decisions relating to reverse logistics. The influence of program design characteristics that is formalization, returns policy restrictiveness, and innovation, on program performance and the differential influence of making versus buying reverse logistics program software are the two key issues.

United Kingdom, Management, Automobile industry, Business logistics, Logistics

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