Role of customer service in supply chain management: a critical research and theoretical framework

This paper explored the customer service aspect in supply chain management. As firms' increase their participation in a global economy, developing an understanding of supply chain management issues and opportunities in a global context becomes increasingly important. This study has been exploring the dimension of Customer service management which includes the customer service strategy and the relationship marketing with the customer of the firm's (i.e., B to B). The conceptual method is used to evaluate these dimension which incorporate various finding for these dimension. The study shows the implication of these finding in the small and medium enterprise (SME's) and presented a framework for purchasing transport services to enable small and medium size enterprises (SMEs) to improve relationships with logistics service providers (LSPs) and enhance their own competitive advantage and profitability.