Principles of service response logistics

Frank W. Davis, The University of Tennessee, Knoxville
Karl B. Manrodt, The University of Tennessee, Knoxville


A new management method for responding to customer needs must now come forward. We call this Service Response Logistics. Service Response Logistics is the management of responsive activities. Service response logistics focuses on establishing relationships directly with customers and improving the ability of the organization to respond quickly when the customer has a need. This immediate response requires diagnosing needs, developing solutions and coordinating delivery directly to the client. This is the challenge facing management today. The purpose of this paper is to present some of the Service Response Logistics principles to the 1991 Annual Council of Logistics Management Conference in New Orleans. We will do this by covering the following 3 concepts: 1. What is Service Response Logistics? 2. Why the Phrase 'Service Response Logistics?' 3. Responsive Activities are Based on the Use of Networks.