Customer service process in the supply chain management dynamics : Telecom industry case study

This paper treats of the Customers Service performance and it's 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. Key words: Supply Chain Management, Customers Service Typologies, Performance, Telecom Industry Case Study