The supply chain management (SCM) consists of the integration of the business logistics management processes involving not only units within an enterprise but also across units belonging to both upstream and downstream partners, such as suppliers, customers, and logistics service providers. According to the council of logistics management (CLM, 1999), the set of activities to be managed include...

The Vehicle Routing Problem with Backhauls is a generalization of the ordinary capacitated vehicle routing problem where goods are delivered from the depot to the linehaul customers, and additional goods are brought back to the depot from the backhaul customers. Numerous ways of modeling the backhaul constraints have been proposed in the literature, each imposing different restrictions on the h...

This article analyzes the handling of customer complaints after shipping ordered goods by applying automated reputation and trust accounts as decision support. Customer complaints are cost intensive and difficult to standardize. A game theory based analysis of the process yields insights into unfavorable interactions between both business partners. Trust and reputation mechanisms have been foun...

This exploratory study focuses on complaint handling in the financial industry to explore how professionals interpret requirement treat customers fairly. Drawing a smal...

The purpose of this paper is to investigate the antecedents and consequences of consumer trust after complaint handling episodes about services. A cross-sectional study was carried out with complainers of banks and airline companies. The respondents were approached at an International Airport in Brazil. Structural Equation Modeling was used to test the hypotheses developed. The building of cons...

This paper investigates the relative importance of service factors such as technology and facilities, how service providers are rated on those factors, and their relationship to customer satisfaction in a B2B environment. The results show that in the ocean freight shipping industry, customers placed more importance on factors such as efficiency in complaint handling, prompt availability of deli...

Nowadays the access to a cloud computing environment is provided on-demand offering transparent services to customers. Although the cloud allows an abstraction of the behavior of the service providers in the infrastructure (involving logical and physical resources), it remains a challenge to fully comply with the Service Level Agreements (SLAs), because, depending on the service demand and syst...

Dialog is a natural modality for interaction between customers and businesses in the service industry. As customers call up the service provider, their interactions may be routine or extraordinary. We believe that these interactions, when seen as dialogs, can be analyzed to obtain a better understanding of customer needs and how to efficiently address them. We introduce the idea of a dialog com...