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Article

Формирование политики обслуживания потребителей с точки зрения логистики

Logistics service has a significant impact on both the effectiveness of the companies receiving logistics service and the productivity of the companies which provide it. The provision of the common level of service for all customer groups leads to the inefficient use of the available resources of the company: the less profitable customers receive high levels of services, while the most commercially viable ones, on the contrary, get excessively low levels of logistics services. The case like this is the result of a lack of the thoughtful approach to the elaboration of the customer service policy from the perspective of logistics. The previously published article proposed a new approach to the development of the customer service policy in terms of logistics in the generalized view. Only the first stage “Strategic basis of service policy” was defined in a detailed way. The current article intends to offer the ultimate presentation of the integrated approach to the elaboration of the customer service policy from the perspective of logistics with a detailed description of the other four stages. The approach established is the result of the generalization, critical analysis and reconsideration of the existing best practices in the development of service policy for the company as a whole, in the formation of logistics service, in the customers’ support provided by service provider, in the consideration of the peculiarities of logistics activities. The article work out the stages of the elaboration of the customer service policy from the perspective of logistics and reveals the nuances of the development of logistics service. As well, the concept of “standard of logistics service” is refined. The proposed approach lays the foundations for the logistics service management: to some extent it helps to plan logistics services being provided. Despite the comprehensiveness and systematicity, the approach is flexible to account special features of its application to organizations acting in various business fields. The article demonstrates the transformation of the approach incorporation on the example of the manufacturing and trading companies as well as logistics providers.