Analysis of The Elements of Logistics Customer Service In Freight Forwarding

Harry Purwoko, HM Thamrin, Agus Yuliyanto, Honny Akira Sembiring


Logistics is as service industry that relies heavily on people to execute operations in order to provide a better perception to customers through customer service. In stiff competition, customer service will make a big difference between competitors. A qualitative study using in-depth interview analyse the effectiveness of implementing three elements of logistics customer service, i.e., pre-transactions, in transactions and post-transactions, particularly in the international freight forwarding activities to understand the three elements of customer service transactions. The result shows a strong relationship and impact between the elements, although most of the topics in these elements are not relevant to freight forwarding industry.


logistics, supply chain, customer service, customer service transactions, freight forwarding Abstrak. Logi

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 ISSN : 2407-635X (Online) | ISSN : 2356-5519 (Print)

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