search query: @author Lancioni, R. A. / total: 8
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| Author: | Dempsey, W. Lancioni, R. A. |
| Title: | How to improve your international customer service. |
| Journal: | Management Decision
1990 : VOL. 28:3, p. 35-38 |
| Index terms: | INTERNATIONAL MARKETING MARKETING STRATEGY CUSTOMERS SERVICE |
| Language: | eng |
| Abstract: | International marketing can be a balancing act between high sales-maintenance costs and a reduction of business due to poor service. The ways in which international customer service fits into a company's overall international marketing strategy are examined. The need for customer-orientation (rather than production-orientation) is emphasized. This also affects the practical aspects of logistics and their relationship to customer service. To provide the expected level of customer service at the minimum cost, and covering all the logistics activities, management should be guided by three interrelated concepts -the total systems concept, the concept of cost trade-offs, and the minimum total cost concept. |
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