Customer service in transportation and logistics Management Assignment | Get Paper Help

The instructor wants us to use APA 7th edition format in everything. Sources should be from a peer viewed article. The publish dates should be at least 2017-2020. I uploaded the outline that I submitted. You may customize it, add more reliable and per viewed sources to it

Customer Service in Transportation and Logistics Management

 

Janice S. Dervis

Logistics Department, American Public University

BUSN 501 B002: Critical Thinking and Digital Literacy

Dr. Carmen Mousel

May 10,2020

 

 

 

 

 

 

 

 

 

Author Note

This paper is being submitted on May 10, 2020 for Janice Dervis’ BUSN 501 B002: Critical Thinking and

Digital Literacy.

 

 

 

 

Outline

 

1. Businesses of today are characterized by a high level of competition and the business of

 

transportation and logistics is not exempted. In some cases, the level of customer service’

 

quality is given more importance than the cost (Butrina, Tishina, & Tishin, 2017).

 

1. Satisfied customers are the lifeblood of transportation and logistics business.
2. Customer service level should be viewed as an essential component of doing business

which includes many options of logistics services, such as lead time, a willingness to

supply, range, fidelity of deliveries, accuracy of the order, the availability (probability of

occurrence of a shortage of goods, and the saturation rate of demand (Butrina, Tishina, &

Tishin, 2017).

1. It is worthwhile to train employees with consistent and effective customer service retention

 

to be implemented in their business dealings with the customers (Heibesen,2012).

 

1. Front Line service employees (FLEs) to follow routines and standardized operating

 

procedures during the service encounter, to deliver consistent high service

 

standards (Stock, Jong, & Zacharias, 2016).

 

1. In the logistics system, it is important to ensure delivery of the

 

right products to the consumer due to the time and space required (Butrina,

 

Tishina, & Tishin, 2017).

 

2. A survey of customer’s experiences for performance’ feedback should be

 

implemented (Heibesen,2012).

 

1. If employees aren’t trained on how to resolve concerns with a good and effective

 

customer service, the customer will look for a company which will satisfy her and will

 

treat her the utmost respect of her time and her demands (Heibesen,2012).

 

1. There are many reasons why transportation and logistics business should have an

 

effective customer service rendered by the frontline employees so as the business will

 

be successful (Stock, Jong, & Zacharias, 2016).

 

• logistics means the ability to ensure the availability of the right product in the desired quantity

 

and quality specified in the right place at the scheduled time for a particular customer with

 

the best cost. Front Line Employees largely shape customer experiences through their

relationships (Stock, Jong, & Zacharias, 2016).

1. Innovative FLEs can adapt to changing customer needs (Stock, Jong, & Zacharias, 2016).

 

1. Uncover customers’ latent needs, and make good connections with customers (Stock,

 

Jong, & Zacharias, 2016).

 

2. The abilities to respond to challenges such as the continuous and rapid changes in

 

customer demands, and remain competitive are critical success elements for modern

 

organizations (Avelar-Sosa, Maldonado-Macías, & Mejía-Muñoz, 2018).

 

1. Relative to the power of innovative service behavior as a source of innovation and

 

bonds with customers, companies also continue to underestimate its potential (Stock,

 

Jong, Zacharias, 2016).

 

1. The resulting superior experiences have great potential to delight customers and

 

contribute to successful, long‐term customer relationships (Stock, Jong, & Zacharias,

 

2016).

 

1. On this new and complementary route to customer loyalty, Frontline Employees’ emotional

 

job engagement is an important source of innovative service behavior (Stock, Jong, &

 

Zacharias, 2016).

 

1. By taking a customer perspective, this research examines the generation and

 

realization of ideas by employees during the service encounter, with a focus on

 

customer‐perceived innovative service behavior (Stock, Jong, & Zacharias, 2016).

 

1. Managers should recognize that destructive customer actions are

 

important contingencies with substantial effects, so they need to ensure

 

that FLE training includes appropriate coping strategies and lessons for

 

identifying different types of customers (Stock, Jong, & Zacharias, 2016).

 

2. Underemployment creates large problems for FLEs; to avoid these

 

negative consequences, firms should offer FLEs more opportunities for

personal development, more responsibilities, and more challenging

tasks on individual levels (Stock, Jong, & Zacharias, 2016).

1. The goal of transportation and logistics management is to manage the

selection of material resources, suppliers, manufacturing process, delivery of

products to the end user in such a way that products will move through the

network of business activities in the small period of time and with least input

(Avelar-Sosa, Maldonado-Macías, & Mejía-Muñoz, 2018).

1. In many areas, the result of quality service are repeat orders from customers. Proven

 

methods of high-quality customer service can be applied to the whole logistics

 

channel (Butrina, Tishina, & Tishin, 2017).

 

 

 

1. Conclusion

 

1. Good quality Customer service should be viewed as an essential component of doing

 

Business which includes many options of logistics services, such as lead time, a willingness

 

to supply, range, fidelity of deliveries, accuracy of the order, the availability (probability

 

of occurrence of a shortage of goods, and the saturation rate of demand (Butrina, Tishina,

 

& Tishin, 2017

 

2. The level of customer service rendered by the employees will make or break a business.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

References

Avelar-Sosa L., García-Alcaraz J., Maldonado-Macías A., & Mejía-Muñoz J. (2018).

Application of structural equation modelling to analyse the impacts of

logistics services on risk perception, agility and customer service level.

Retrieved May 10, 2020, from https://doi.org/10.14743/apem2018.2.283

Butrina, Y. V., & Tishina, V. N. (2017). The management level of logistics customer service’

industrial enterprise. Retrieved May 9, 2020, from

https://doi.org/10.1051/shsconf/20173501142

Hebeisen, K. (2012). Increasing Customer Retention. Retrieved May 6, 2020, from

https://search-proquest-com.ezproxy2.apus.edu/docview/962441270/?pq-

origsite=primo

Stock, F.R., Jong, A., & Zacharias, N. (2016, September 23). Frontline Employees’ Innovative

Service Behavior as Key to Customer Loyalty: Insights into FLEs’ Resource

Gain Spiral. Retrieved May 7, 2020, from

https://doi.org/10.1111/jpim.12338l

 

 

My final paper is about customer service in transportation and logistics management. The instructor wants us to cite sources from our online library (usually the sources are peer viewed also by university students). Sources from PhD is also good, and she wants the sources to be recent like at least published on 2020-2017. Google scholar is also good as long as it’s peer viewed.

These are her instructions:

Research Paper – Customer Service related

Picking up from your annotated bibliography and outline submitted in earlier weeks, prepare a final research paper on the topic you choose.  The paper should be 2500 words in length and include a cover page and Reference list.  All papers should be submitted in APA format. Please include a minimum of 10 references (see your annotated bibliography).

Title page

Table of contents

Abstract

Lit review

Body (see your outline)

Reference page

I already have an outline but you can customize it, add more or remove something from it.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

View the attached rubric to see how points will be allocated for this assignment.

Focus and Thesis:

EXEMPLARY LEVEL

Student exhibits a defined and clear understanding of the assignment.  Thesis is clearly defined and well constructed to help guide the reader throughout the assignment.  Student builds upon the thesis of the assignment with well-documented and exceptional supporting facts, figures, and/or statements. 10 points

ACCOMPLISHED LEVEL

CONTENT AND SUBJECT KNOWLEDGE

Student demonstrates proficient command of the subject matter in the assignment.  Assignment shows an impressive level of depth of student’s ability to relate course content to practical examples and applications.  Student provides comprehensive analysis of details, facts, and concepts in a logical sequence. 25 points

CRITICAL THINKING SKILLS

Student demonstrates a higher-level of critical thinking necessary for 500-600 level work.  Learner provides a strategic approach in presenting examples of problem solving or critical thinking, while drawing logical conclusions which are not immediately obvious.  Student provides well-supported ideas and reflection with a variety of current and/or world views in the assignment.  Student presents a genuine intellectual development of ideas throughout assignment.  25 points

ORGANIZATION OF IDEAS AND FORMAT

Student thoroughly understands and excels in explaining all major points.  An original, unique, and/or imaginative approach to overall ideas, concepts, and findings is presented.  Overall format of assignment includes an appropriate introduction (or abstract), well- developed paragraphs, and conclusion.  Finished assignment demonstrates student’s ability to plan and organize research in a logical sequence.  Student uses at least of 5-7 references in assignment. 15 points

WRITING CONVENTIONS (GRAMMAR & MECHANICS)

Student demonstrates an excellent command of grammar, as well as presents research in a clear and concise writing style.  Presents a thorough, extensive understanding of word usage.  Student excels in the selection and development of a well-planned research assignment.  Assignment is error-free and reflects student’s ability to prepare a high-quality academic assignment. 10 points

 

USE OF COMPUTER TECHNOLOGY/ AND APPLICATIONS

Student provides a high-caliber, formatted assignment. Learner exhibits excellent use of computer technology in the development of assignment.  Quality and appropriateness of stated references demonstrate the student’s ability to use technology to conduct applicable research.  Given assignment includes appropriate word processing, spreadsheet and/or other computer applications as part of the final product. 5 points

RESEARCH SKILL

Student provides sophisticated synthesis of complex body of information in the preparation of assignment.  Research provided by student contributes significantly to the development of the overall thesis. Student incorporates at least of 7-10 quality references in assignment.  Student incorporates a variety of research resources and methodology in the preparation of assignment. 10 points