Education, Science, Technology, Innovation and Life
Open Access
Sign In

Research on the Impact of Customer Service Level on Logistics Cost Management

Download as PDF

DOI: 10.23977/ieim.2024.070101 | Downloads: 81 | Views: 621

Author(s)

Mengfei Ouyang 1

Affiliation(s)

1 Haojing College, Shaanxi University of Science and Technology, Xi'an, Shaanxi, 712046, China

Corresponding Author

Mengfei Ouyang

ABSTRACT

With the rapid development of the e-commerce industry, corporate customer service levels have become one of the core competition factors for e-commerce companies. The e-commerce industry based on Internet technology has developed rapidly in the past few years. At the same time, logistics has become an indispensable part of the e-commerce industry. Customer service is an important part of e-commerce companies, but its impact on logistics costs cannot be ignored. The study found that the impact of e-commerce company customer service on logistics costs is mainly reflected in: return and exchange services; after-sales service: customer service; express delivery timeliness requirements. These services require the investment of a large amount of human and material resources, thus increasing logistics costs. To reduce this impact, e-commerce companies can take some measures: reduce return and exchange rates; optimize after-sales service; reduce customer service costs through automation technology and online consultation; optimize logistics processes, improve logistics efficiency, and reduce distribution costs. The research results of this article have certain reference value for e-commerce companies when formulating customer service strategies.

KEYWORDS

E-commerce, Customer Service, Logistics Cost Management

CITE THIS PAPER

Mengfei Ouyang, Research on the Impact of Customer Service Level on Logistics Cost Management. Industrial Engineering and Innovation Management (2024) Vol. 7: 1-7. DOI: http://dx.doi.org/10.23977/ieim.2024.070101.

REFERENCES

[1] Xu X Y, Jia Q D, Tayyab S M. Exploring the stimulating role of augmented reality features in E-commerce: A three-staged hybrid approach. Journal of Retailing and Consumer Services, 2024, 77: 103682.
[2] Le T T, Tran P Q, Lam N P, et al. Logistic service quality on young consumers' repurchase intention: an empirical study in emerging economy. Operations Management Research, 2023, 16(4): 2174-2191.
[3] Hussin N, Shah M F M, Campus U T, et al. Customer relationship management performance and technology impact among logistic operators in SME's. IBIMA Business Review, 2021.
[4] Nan R, Qun S. Research on Crowdsourcing Logistics Platform Pricing Considering Service Level. Proceedings of the 2020 4th International Seminar on Education, Management and Social Sciences (ISEMSS 2020). Dali, China: Atlantis Press, 2020.
[5] Yifang Y. Promotional Strategy Considering Consumer Platform Preferences. 2021 6th International Conference on Social Sciences and Economic Development (ICSSED 2021). Atlantis Press, 2021: 612-616.
[6] Lu W. Application cost of intelligent intrusion detection in medical logistics management under public cloud environment. Computers and Electrical Engineering, 2023, 112: 109014
[7] Zhao G. An enterprise logistics cost management method under the trend of Industry 4.0. International Journal of Manufacturing Technology and Management, 2023, 37(2): 199-210.
[8] Huang M, Geng S, Yang W, et al. Going beyond the role: How employees' perception of corporate social responsibility fuels proactive customer service performance. Journal of Retailing and Consumer Services, 2024, 76: 103565.
[9] Ahmed R R, Zhang X. Multi-stage network-based two-type cost minimization for the reverse logistics management of inert construction waste. Waste Management, 2021, 120: 805-819.
[10] Dan H. Research on the Problems of Enterprise Logistics Transportation Cost Management and Optimization Countermeasures. SHS Web of Conferences. EDP Sciences, 2022, 148: 02006. 
[11] Yanyu Chen, Wenzhe Zheng, Wenbo Li, Yimiao Huang. The Robustness and Sustainability of Port Logistics Systems for Emergency Supplies from Overseas. Journal of Advanced Transportation, 2020, 8868533.

Downloads: 14588
Visits: 320391

All published work is licensed under a Creative Commons Attribution 4.0 International License.

Copyright © 2016 - 2031 Clausius Scientific Press Inc. All Rights Reserved.