Customer service management is the supply chain management process that represents the firm's face to the customer. The process is the key point of contact for administering product and service agreements (PSAs) developed by customer teams as part of the customer relationship management process....

In the future, earnings ‐ perhaps even survival, will depend upon strong and enduring relationships between manufacturers and their customers. Continuous replenishment is rapidly emerging as a value‐added service that enhances the development of these relationships. For the most part, such...

Purpose – The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs). Design/methodology/approach – Data were collected from 778 SPs via an...