Motivating workers is an important element in developing a quality culture in a business firm. This can only be achieved through a macro‐quality mission statement developed by upper, middle, and lower management and communicated throughout the organization. Discusses the “how to” of...

Superior customer service is necessary to maintain a competitive edge in international logistics. In order to develop a comprehensive customer service programme, a company must establish service levels for its customers, beginning with order cycle time and including all aspects of the customer...

Customer service has long been recognised as the output of an organisation′s logistics effort. There is some evidence that suggests that the types and levels of customer service desired are contingent on a particular industry or position within the marketing channel. Most of these...