Customers service in the supplay chain management dynamic : case study

This paper treats of the Customers Service Typologies within the Supply Chain Management Dynamic. It emphasized the interest of an integrated approach to consider the customers service performance in an efficient way. We take a qualitative study based on semi-directive interviews, with telecom industry companies' personnel members in France and direct observation. The objectives of this empirical study are to emerge the typologies customer service and the dimensions allow drawing up framework actions to improve the customers' service performance. The customers are the first concern of any firm which seeks to be competitive