Logistics and transportation review · 1992 · 52 citations · 0 references
BusinessStrategic ManagementStrategyBusiness StrategyCompetitive AdvantageCompetitive StrategyCustomer EngagementCustomer Service ManagementPersonalized Service DeliveryService CustomizationService StrategyCustomer ResponsivenessCustomer Service StrategyResponsivenessService Delivery StrategyService Personalization
Today, many firms are gaining a competitive advantage by working more closely with their customers and providing more in the way of value-added, tailored services. This paper examines the issue of increasing customer responsiveness through the customizing of logistical services. More specifically, it addresses two issues: (1) How difficult is it for firms to accommodate special requests; and (2) How are leading firms using such capabilities to gain a competitive edge?