Logistics capability construction based on customer satisfaction

Logistics capability construction based on customer satisfaction
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DOI：
10.1109/soli.2008.4682785
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发表时间：
2008-11
期刊：
2008 IEEE International Conference on Service Operations and Logistics, and Informatics
影响因子：
--
通讯作者：
Xuehao Feng;Qilan Zhao
Xuehao Feng;Qilan Zhao
中科院分区：
其他
文献类型：
--
作者：
Xuehao Feng;Qilan Zhao

文献摘要

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The concept of logistics capability is analyzed from the perspective of customer satisfaction and a study of the relationship between the customer satisfaction and logistics capability is made in this paper. Based on the analysis, a model is built, in which the method of marginal utility is used and a conclusion that when logistics capability meets a certain condition the customer satisfaction is maximized is found out. Furthermore, a program about constructing logistics capability to maximize the customer satisfaction is made. At the end, an example shows how to construct logistics capability that maximizes the customer satisfaction.