Abstract:

The article is devoted to the analysis of customer service in logistics. The article indicates the theoretical aspects related to logistics customer service issues defined in the literature. Customer service finds close links with all logistics processes taking place in the enterprise as well as between enterprises operating in modern supply chains. The wide nature and scope of logistic customer service activities conditions the necessary coordination, especially the monitoring of areas and relations between the company and the client, in system terms it is the coordination of relations between all elements of the system. Logistics disposition and management in the enterprise and supply chains will not be complete without the location and proper treatment of customer service (Wasielewska-Marszałkowska, 2014). The purpose of the article is to identify the essence of the logistics of customer service and the characteristics of its elements. The set goal is accompanied by the following research question: What role does logistic customer service play in the operations of enterprises? A systematic literature review method was used to review the literature on logistics customer service. The review was carried out in accordance with the methodology of W. Czakon (Czakon, 2015). The authors carried out a literature review in 5 stages, i.e. determining the purpose of the study, selecting basic literature, selecting publications, developing a publication database and analyzing the content. The resources of popular databases, which contain scientific publications, including post-conference articles, were analyzed. Full-text foreign databases such as Emerald Insight, SinceDirect, Scopus®, Springer Nature Journals, Web of Science, Wiley and Polish databases - BazEkon and Ceon were analyzed. The EBSCO Discovery Service tool was used to search for publications.