Discussão:Logística/Serviço ao cliente/Arquivo LQT 1: diferenças entre revisões
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Linha 51:
## System breakdown
## Product recall
'''Customer service (Bowersox et al., 1996, p. 57-87)'''
# Customer-focused marketing
## The marketing concept
## Logistics as a core strategic competency
## Life-cycle planning framework
# Customer service defined
# Basic service capability
## Availability
## Operational performance
## Reliability
## Conclusion
# Increasing customer expectations
# The perfect order
# Value-added services
## Customer-focused services
## Promotion-focused services
## Manufacturing-focused services
## Time-focused services
## Basic service
## Conclusion
# Customer satisfaction and success: the Bergen Brunswig example
## Cost-effectiveness
## Market access
## Market extension
## Market creation
== Referências ==
* BALLOU, Ronald H - ''Gerenciamento da cadeia de suprimentos / Logística empresarial'' [Em linha]. 5.ª ed. Porto Alegre, RS: Bookman, 2006. [Consult. 27 Maio 2010]. Disponível em WWW:<URL:http://books.google.com/books?id=XTq7VgXxm5MC&printsec=frontcover&dq=Gerenciamento+da+cadeia+de+suprimentos&hl=pt-PT&cd=1#v=onepage&q&f=false>. ISBN 978-85-363-0591-2
* BALLOU, Ronald H - ''Basic business logistics: transportation, materails management, physical distribution''. 2.ª ed. Englewood Cliffs, NJ: Prentice-Hall, 1987. ISBN 978-0-13-058298-0
* BOWERSOX, Donald J.; CLOSS, David J.
LAMBERT, Douglas M.; STOCK, James R.; ELLRAM, Lisa M. – Fundamentals of Logistics Management. Singapore: MacGraw-Hill, 1998. ISBN 0-07-115752-2
Linha 63 ⟶ 92:
JALLAIS, J.; ORSONI, J.; FADY, A. - O Marketing da Distribuição Paris: Libraire Vuibert, 1987. ISBN 972-8042-01-9
▲BOWERSOX, Donald J.; CLOSS, David J. - Logistical Management: The Integrated Supply Chain Process. 1º ed. Singapura: McGraw-Hill, 1996. ISBN 0-07-114070-0
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