Service quality and customer relationship management in the logistics industry

Purpose: The aim of this article is to present a modern approach to optimising service quality management and customer relationship building in the logistics industry. The text addresses issues related to the ability of logistics systems to meet the expectations of customers in terms of the reliability and timing of deliveries, marketing communication with customers and the convenience of purchasing logistics services. These issues are important for transportation company managers because a thorough knowledge of customers’ preferences and behaviours as well as industry trends should be the starting point for developing and implementing a customer service strategy. Design/methodology/approach: The paper is based on a review of the literature and internet sources. The analyses conducted cover the years 2000-2023. Findings: The article discusses selected elements included in the process of customer service management in logistics companies. Customer service was broadly defined as the adopted concept of business activity which serves the formation of long-term relationships with customers. Special attention was paid to such attributes of customer service as delivery reliability, responsiveness to market needs, and staff empathy. Research limitations/implications: It would undoubtedly be advisable to carry out representative surveys among both actual and potential customers of logistics operators in the future to empirically verify the importance of selected elements of the logistics service offered to customers in improving the competitive position of companies and their market success. Among others, the Servqual method for measuring customer satisfaction described in this article can be used for this purpose. Practical implications: Effective customer relationship management is essential for the managers of logistics companies. The paper discusses selected elements of logistical and transactional customer service, including the indicators and metrics used for evaluating contractors operating in the TSL industry. Originality/value: The findings of the analyses have cognitive value. The article describes the role of customer service in increasing the competitiveness of companies operating in the logistics sector.