The effect of inventory management, internal and external relationships on customer service in the retail industry

机译：库存管理，内部和外部关系对零售业客户服务的影响

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The importance of inventory management, internal and external relationships in improving customer service levels have been established in manufacturing companies. However, there were few studies on the role of inventory management, internal and external relationships in improving customer service levels in the retail industry. This paper aims to address the gap by empirically investigating the effect of inventory management, internal and external relationships on customer service levels in the retail industry. The data was collected using self-administered structured questionnaire approach to a sample of retailers to assess their business practices with distributors/ suppliers. Final results on 507 usable data-sets of retailers revealed that the participative behavior internally between various functions and inventory management influenced the level of customer service in the retail industry. The direct effect of external relationship on customer service was found to be not significant.

机译：在制造公司中，已经确立了库存管理，内部和外部关系对提高客户服务水平的重要性。但是，关于库存管理，内部和外部关系在提高零售行业客户服务水平方面的作用的研究很少。本文旨在通过实证研究库存管理，内部和外部关系对零售业客户服务水平的影响来解决这一差距。数据是使用自我管理的结构化调查表方法收集的，用于对零售商的样本进行评估，以评估其与分销商/供应商的业务实践。对零售商507个可用数据集的最终结果表明，各种职能和库存管理之间的内部参与行为影响了零售行业客户服务的水平。发现外部关系对客户服务的直接影响不显着。

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来源
《2012 IEEE Symposium on Humanities, Science and Engineering Research》|2012年|p.1557- 1562|共6页
会议地点 Kuala Lumpur(MY)
作者
Abdullah Zainah; Abdullah Aznur Hajar; Musa Rosidah; Putit Lennora;
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作者单位

Malaysia Institute of Transport and Institute of Business Excellence, Faculty of Business Management, Universiti Teknologi MARA, 42300 Puncak Alam, Selangor, Malaysia;

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原文格式 PDF
正文语种 eng
中图分类人体工程学;
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4. The effect of inventory management, internal and external relationships on customer service in the retail industry [C] . Abdullah Zainah, Abdullah Aznur Hajar, Musa Rosidah, IEEE Symposium on Humanities, Science and Engineering Research . 2012

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The effect of inventory management, internal and external relationships on customer service in the retail industry

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