LOGISTICS CUSTOMER SERVICES IN VIEW OF STUDIES

摘要

The paper presents the results of questionnaire-based studies concerning logistics customer services conducted in 66 enterprises from the province of Warmia and Masuria during the period of two years: 1999-2000. The study concerned application and definition of customer service standards, measurement of the offered level of service, knowledge of customer service standards applied by the competition, reporting the service level and deviations from the major customer service level standards by manufacturing and service companies. The results of the study indicate that enterprises should define customer needs concerning the logistics services level and know better the customer service standards applied by competitors.