Resumo

ALONSO BOBES, Alejandro R.  e  FELIPE VALDES, Pilar M.. Logistic Customer Service in Service Enterprises: Procedures for its Design. Econ. y Desarrollo [online]. 2014, vol.152, n.2, pp. 184-192. ISSN 0252-8584.

Customer service, its design and its logistic component are poorly comprehended and wasted in Cuban enterprises' present activities. Though most of them take into account the relationship between logistics and customer service, such relationship is only regarded as a support to the service, and not as an important way to increase the efficiency and competitiveness levels. This paper aims at introducing a procedure for customer service logistic design in the service industry, such procedure has been applied in different companies, and such has made possible to confirm its validity.

Palavras-chave : logistics,; customer service; logistic system.

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