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Gustavo Quiroga Souki ; Cid Gonçalves Filho ;Revista de Administração da Universidade Federal de Santa Maria 2008, 1 2

Author: José Ignácio Villela Júnior

Source: http://www.redalyc.org/articulo.oa?id=273420278003


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Revista de Administração da Universidade Federal de Santa Maria E-ISSN: 1983-4659 rea@smail.ufsm.br Universidade Federal de Santa Maria Brasil Villela Júnior, José Ignácio; Quiroga Souki, Gustavo; Gonçalves Filho, Cid Logistic service quality evaluation: an empirical case study from the pharmaceutical sector Revista de Administração da Universidade Federal de Santa Maria, vol.
1, núm.
2, mayo-agosto, 2008, pp.
209-224 Universidade Federal de Santa Maria Santa Maria, Brasil Available in: http:--www.redalyc.org-articulo.oa?id=273420278003 How to cite Complete issue More information about this article Journals homepage in redalyc.org Scientific Information System Network of Scientific Journals from Latin America, the Caribbean, Spain and Portugal Non-profit academic project, developed under the open access initiative Avaliação da qualidade do serviço de logística: um estudo de caso empírico do setor farmacêutico Logistic service quality evaluation: an empirical case study from the pharmaceutical sector Envio 25.06.08 - Aceite 20.07.08 José Ignácio Villela Júnior1 Gustavo Quiroga Souki2 Cid Gonçalves Filho3 Abstract The opening of markets caused a great change in customer-supplier relationships. Regarding to this new context, it is up to companies to implement strategies that consider this new reality and differentiate them from their competitors.
In a view of the fact that it is necessary to attend to customer expectations at a cost which guarantees minimum profitability to a company, customer service management becomes an important variable in guaranteeing a company’s competitive advantage.
In this situation, the issue, which is the object of this research, arises at this point: how to evaluate the logistic services quality provided by a pharmaceutical companies from the point of view of its retail customers? This research has been developed through a survey measuring a reliable scale of Logistics Service Quality in a pharmaceutical indus...





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