A literature review on impact of customer service in logistics sector

Customer service plays a vital role in organizations. It can prove helpful to companies looking for having a competitive edge over others. With main objective of communicating at all stages with clients, it can also assist in resolving complex situations in a subtle manner. This research paper is based on secondary resources and examines the working platform, process flow and importance of logistics service providers with respect to client retention, loyalty and perception of service quality of logistics versus actual services offered by logistics service provider (LSP) to their customer (exporters/ importers). The derivation of service quality gap is client expectation minus the service offering to them. This paper highlights customer service aspects important for any logistics service provider to sustain in long run. The outcome of this study uncovers impact of customer service on logistics company and their customers’ business performance.