DEVELOPMENT OF CUSTOMER SERVICE PROGRAMS: THEORETICAL, STRATEGIC AND OPERATIONAL ASPECTS

Abstract

The development of effective service programs represents a critical challenge in contemporary business operations, requiring enterprises to carefully balance operational efficiency with customer satisfaction. This research addresses the complex problem of creating comprehensive service delivery systems that can adapt to evolving market demands while maintaining consistent quality standards. The study builds upon a thorough examination of theoretical frameworks and practical approaches to logistics service quality management, recognizing that modern service excellence extends far beyond traditional operational metrics. Understanding service quality requires examining multiple interconnected dimensions that influence customer perception and business outcomes. The primary contribution of this research lies in developing an integrated approach to logistics service management that synthesizes three essential components of service delivery. The operational component focuses on the technical execution of logistics processes, ensuring that physical service delivery meets established performance standards. The communication component addresses how information flows between service providers and customers, recognizing that effective communication often determines customer satisfaction as much as operational performance. The psychological component examines the human elements of service delivery, including emotional intelligence, empathy, and the ability to create meaningful connections with customers. The methodology offers organizations a systematic approach to identifying service quality gaps, developing targeted improvement strategies, and measuring progress toward service excellence goals. By addressing both quantitative and qualitative dimensions of service quality, organizations can create more comprehensive and effective service improvement programs. This research contributes to the broader understanding of how service quality management can serve as a strategic tool for business success. . The integrated approach ensures that service improvement efforts address all critical aspects of the customer experience, creating more effective and sustainable improvements in competitive position.