Customer Service Supply Chain: A Literature Review and Analysis

This report provides a comprehensive literature review and analysis of customer service within the supply chain. It explores the critical role of logistics in enhancing customer satisfaction and achieving competitive advantage. The paper examines key factors such as logistics capabilities, service quality, and the impact of customer expectations. It also delves into the evolution of customer service, from production-oriented to service-oriented financial systems, and how businesses are adapting to meet the increasing demands of customers. The report discusses various research findings, including the direct impact of logistics capabilities on customer satisfaction, logistics flexibility, and the role of supply chain processes in meeting customer needs. Furthermore, it highlights the importance of logistics outsourcing and managing customer relationships to improve overall performance. The report utilizes several research papers to support its findings and offer insights into improving customer service within the supply chain.