Logistics related customer service requirements in the mobile phone industry

Abstract

Today, the mobile phone industry has moved from a supply based to a demand based industry. The competition among the manufacturers is tough and the advantages achieved through technological innovations are often temporary because competitors are able to emulate these quite rapidly. Therefore, it is significant and important for a manufacturer to find out and understand the customers' requirement. In order to develop a set of logistics processes to meet customer demands, it is important to know which of the services are essential and how they differ between customers and countries. The objective of this study was to examine and analyse the channel logistics customer service related requirements with the aim of anticipating future developments within the mobile phone industry.