THE BLURRED LINES OF RESPONSIBILITY IN AIR CARGO CUSTOMER SERVICE

Many transportation service providers have long recognized the importance of customer service. For others, however, customer service has traditionally been of a lesser concern. The recent trend is a growing emphasis on the competitive advantages that superior customer service can provide. Many shipping networks rely on multiple organizations, each with a different attitude toward customer service and each with a different customer service level. In this paper, the issue of "blurred lines of responsibility" in customer service is explored, with a focus on Manitoba, Canada, and shippers that use air cargo to move goods to and from the province of Manitoba and surrounding regions.

• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/11832770
• Corporate Authors:

  Canadian Transportation Research Forum

  209-15 Innovation Boulevard
  Saskatoon, Saskatchewan,   Canada 
• Authors:
  • Lapkin, M D
  • Crockatt, M A
• Conference:
  • 2001: A Transportation Odyssey. Canadian Transportation Research Forum. Proceedings of the 36th Annual Conference
  • Location: Vancouver, British Columbia, Canada
  • Date: 2001-5-6 to 2001-5-9
• Publication Date: 2001

Language

• English

Media Info

• Features: Figures; References; Tables;
• Pagination: p. 278-291
• Serial:
  • Publication of: Canadian Transportation Research Forum
  • Publisher: Canadian Transportation Research Forum
  • ISSN: 1183-2770

Subject/Index Terms

• TRT Terms: Air cargo; Air shipments; Air transportation; Civil aviation; Customer satisfaction; Customer service; General aviation; Suppliers
• Geographic Terms: Canada; Manitoba
• Subject Areas: Aviation; Economics; Freight Transportation;

Filing Info

• Accession Number: 00924998
• Record Type: Publication
• Report/Paper Numbers: Volume 1
• Files: TRIS
• Created Date: May 16 2002 12:00AM