Logistics service performance

To cope with fierce market competition, firms are increasingly attentive to the needs of customers and are constantly seeking ways to satisfy their growing expectations, particularly for the less tangible service aspects of their offerings. Many of them have identified logistics as an important area for improving their service performance. In this article, we discuss the need of firms to understand customer requirements with respect to the seven “Rights” in logistics management and to satisfy them fully. They also need to respond to the varying service requirements of different customer segments, so as to design and deliver the types and levels of logistics services catering to their specific needs. For future directions, we discuss the emerging technological applications and environmental concerns for logistics service performance.