Several studies have investigated the usage of IT systems for logistics companies but only a few have been looking at after-sales services. Data from 81 European customers of two major logistics companies were analysed to determine perceptions toward e-logistics after-sales services. This research can be used as a conceptual model of how to react to commercial (B2B) customer expectations. Preliminary findings suggest that it will need structural, infrastructural and integrative design decisions to improve after sales services.
Bechter, Clemens and Belboom, Geoffrey, "Improving After-Sales Services of Logistics Providers" (2012). ICEB 2012 Proceedings (Xi'an, China). 20.