EVALUATION OF DISTRIBUTION AND CUSTOMER SERVICE IN THE LOGISTICS SYSTEMS OF MANUFACTURING COMPANIES IN BULGARIA
Abstract
The article reveals the characteristics and problems of distribution and customer service in manufacturing companies in Bulgaria and outlines the prospects for their improvement. An analysis is carried out of different dimensions of these areas using indicators calculated on the basis of empirical data. The impact of company size on distribution and customer service is examined and those practices that are positively related to competitiveness are brought out. The study finds out that manufacturing companies in Bulgaria generally apply the world practices in distribution and customer service but there is some lag in definite areas. It is necessary for small and medium companies to make improvements directed towards the development of a logistics strategy consistent with products and markets, the formulation and implementation of a distribution policy offering differentiated service for different groups of customers with the aim to optimize costs.
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