User Perceptions of Customer Service

In: International journal of physical distribution and logistics management, Band 21, Heft 8, S. 17-20

Abstract

In assessing international marketing endeavours, it is essential to
understand customer services as a function of the logistics structures
of global organisations. Users form idiosyncratic perceptions of
service, and these ultimately influence the survival of the
organisation‐customer relationship. The process by which users form
impressions of an organisation′s services and its apparent service
deficits must be understood. Perceptions of service can vary on a global
basis. An attempt is made to develop a framework that accounts for such
variation as well as provide general guidance regarding user perceptions
and misperceptions of customer service.