customer service level is of prime importance in today competitive world and has various dimensions with delivery quality being one of the most important ones. delivery quality has several parameters such as deliver time window options, time window size, etc. in this paper we focus on one of these parameters, namely time window setting. it has a direct impact upon customer satisfaction and busi...

In this paper an approach based on evolutionary algorithms to find Pareto optimal pair of state and control for multi-objective optimal control problems (MOOCP)'s is introduced‎. ‎In this approach‎, ‎first a discretized form of the time-control space is considered and then‎, ‎a piecewise linear control and a piecewise linear trajectory are obtained from the discretized time-control space using ...

From the customer perspective, Business-to-Customer (B2C) is to be defined as a channel. In order to survive, grow, and succeed, IS managers should design B2C channels with attributes that maximize customer satisfaction. The authors investigate B2C channel attributes as antecedents for customer satisfaction. The relationship between the attribute-level performance and overall satisfaction is al...

Customer satisfaction and its antecedents have been investigated extensively in the customer satisfaction and service quality literature, and the consequences of customer satisfaction have received some attention in the research literature. Customer satisfaction research literature contends that higher customer satisfaction increases customer retention and hence organisational profitability. Mo...

The location-routing problem is the most significant and yet new research field in location problems that considers simultaneously vehicle routing problem features with original one for achieving high-quality integrated distribution systems in beside of the global optimum. Simultaneous pickup and delivery based on time windows are the two main characteristics of logistic management that have be...

This article purports to investigate the relationship – in an empirical way – between the various operational indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with custom...

This article purports to investigate the relationship – in an empirical way – between the various key performance indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with cu...

Due to the diversity and different distribution conditions of agricultural products, split delivery plays an important role in last mile products distribution. The time-dependent green vehicle routing problem with multiple time windows (TDSDGVRPMTW) is studied by considering both economic cost customer satisfaction. A calculation method for road travel across periods was designed. satisfaction ...