Manufacturers need to show greater commitment to customer service
Article Abstract:
In order to improve their competitiveness, firms are being advised to be more responsive to customer needs, and there is evidence that customer service is becoming one of the key management issues of the 1990s. This article examines what manufacturing companies in the U.K. are doing in terms of customer service compared with managerial guidelines in the literature. The key concepts that have been advocated to make organizations more responsive and customer-driven are identified, and the extent to which this advice is followed is evaluated by conducting an empirical study of manufacturing companies. This comparison between what is preached in the literature and what is practiced by managers suggests that although managers may pay lip service to customers, their actions fall a long way short of what is required to be a customer-driven firm. The managerial implications are discussed. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1995
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How to set up a cooperation network in the production industry: example of the Huber + Suhner AG
Article Abstract:
Manufacturing companies, especially small- and mid-sized enterprises, face increasing pressure from their globalizing customers to be more responsive. This article proposes a network approach as a strategy for competing in global and dynamic markets. A heuristics for network redesign is proposed and illustrated with a case study from the research project TELEflow. TELEflow's objective was to provide companies with a holistic management concept for designing and operating networks. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1999
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The role of the manufacturer's distributor: the case of Champion Chemicals
Article Abstract:
Champion Chemicals acts as both agent and distributor for a variety of foreign manufacturers, selling their products within the United Kingdom. This article looks at the role of the manufacturer's distributor in today's global markets, and describes the advantages, both to manufacturer and customer, that selling through a distributor can offer. Conclusions are drawn and recommendations made, in general, and with special emphasis on the future of Champion Chemicals. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1995
User Contributions:
Comment about this article or add new information about this topic:
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