PROCES PRZYJĘCIA DOSTAWY A OBSŁUGA KLIENTA – PRZYKŁAD BRANŻY ODZIEŻOWEJ
THE DELIVERY PROCESS AND CUSTOMER SERVICE – CLOTHING INDUSTRY EXAMPLE

Summary/Abstract: Delivery of the goods is the final link in the complex logistics commodity supply chain. The paper aims to analyse the process of delivering the goods in the clothing industry and the impact of the quality of this process on the quality of the customer service. For the development of the paper the literature studies were carried out, including reports, source materials and foreign and domestic books. The basis for the analysis is a case study. In formulating conclusions there were also used the results of own primary research. Qualitative research was conducted in the form of Individual in Depth Interview – IDI – with employees of 8 clothing stores. Contemporary, the time and quality customer service become a very important indicator of brand perception. Referring to brand put forth in the paper it can be said that the quality of customer service begins in the factory in Asia. Even there, thinking about the customer in the European shops, there could be sewed-up protective chips. This would save time, which is used by shop employees to stitch anti-theft clips. Thanks to the solutions proposed in the paper the process of adopting supply in the stores can be reduced by about three days. After this analysis it can be said that the quality of the supply chain, in particular the final element, which is the process of receipt of goods, significantly influences the level of customer service. The study has some limitations, which determines the need for further exploration.

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