Determining the revenue contribution of logistics customer service improvements: a multi criteria decision making approach
Journal
Decision Analytics
ISSN-Digital
2193-8636
Type
journal article
Date Issued
2014-02
Author(s)
Wessely, Philip
Hofmann, Erik
Abstract
In operations and service management generating revenues is as important as reducing costs. Although logistics customer service is an important measure for executives, little research has been conducted to quantify the extent to which improvements of service levels contribute to a company's revenues. The paper applies existing fuzzy-based methods to monetarily determine the revenue contribution of logistics customer service. A logistics customer service-revenue curve and its influencing parameters are derived to obtain a quantitative relation. The method of the analytical hierarchy process is evolved dynamically by involving competitors and customer reactions. A case study from the consumer goods industry illustrates the main findings.
Language
English
Keywords
Operations management
Fuzzy sets
Analytical hierarchy process
Supply chain initiative
Customer satisfaction
Value creation
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Refereed
Yes
Publisher
Springer Open
Publisher place
Berlin
Volume
1
Number
2
Start page
1
End page
21
Pages
21
Subject(s)
Eprints ID
229454
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