LOGISTICS CUSTOMER SERVICE IN THE PACKAGING INDUSTRY

摘要

The packaging market is an example of an industrial market with a very high level of competition. Recently there has been a struggle for a competitive advantage based on quality, price and technological innovation. Faced with this situation, some companies in the industry are adopting a customer service logistics strategy as a competitive strategy, described in the literature on the subject and known from business practice. In this paper an attempt was made to examine the effectiveness of this method of achieving competitive advantage in the packaging industry. For this purpose, data obtained from 8 packaging companies applying the strategy known as the strategy of the most important element of customer service were examined. The research was based on interviews with managers of these companies and portfolio analysis. The research confirmed the hypothesis that the most important service element strategy involves the risk of high service costs or low costs with low profits at the same time. As a result, recommendations and conclusions have been formulated for the management of such entities.