Analysis of The Elements of Logistics Customer Service In Freight Forwarding
DOI:
https://doi.org/10.54324/j.mbtl.v8i2.1203Keywords:
logistics, supply chain, customer service, customer service transactions, freight forwarding Abstrak. LogiAbstract
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.References
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