An RSM investigation of the profit potential of customer service variables in physical distribution
John C. Rogers Ph.D., Ernest B. Uhr Ph.D., Ernest C. Houck Ph.D.
Journal of the Academy of Marketing Science · 1982 · Volume 10 · Issue 1
Abstract
This paper presents a methodology for examining the profit-generating potential of customer service variables. Through the use of a case study, the proposed methodology is shown to provide a means for estimating the optimum customer service mix and assessing the sensitivity of the profit-customer service relationship. Results of the investigation indicate that service levels can be adjusted so as to enhance the profit performance of the firm.
Keywords
Response Surface Methodology, Design Point, Delivery Time, Customer Service, Communication Time
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