Open Access Conference Proceedings

Nowadays turbulent market environment and high competition requires customization of the offered range of products to the preferences of individual customers and introduction of more perfect customer services and their provision in accordance with the customers’ needs and wishes. It is essential to integrate and involve the customers in creation of the system of customer service and care even deeper and, within cooperation of the manufacturers and distribution intermediaries, to make the customers always satisfied completely, quickly, in time, and to a high standard. The level of this mutual interconnection is mainly given by the fact how much manufacturers and any other logistics chain entities know their customers, their needs, requirements, and preferences, how much both parties of the business relationship concur in their perception of the importance of individual aspects of the offer and services, and how much they actually fulfil the wishes and expectations of their customers. This paper presents a part of the outcomes of a primary quantitative research performed in 2014 and 2015 among manufacturers of selected chemical products and their elaborators. The research aimed to map the concords and variances between the customer and supplier perception of the usefulness of different logistics services and the attributes of their quality on the market. It showed that manufacturers of the researched chemical products still have shortcomings in the knowledge of their customers’ requirements and preferences in the area of logistics services and their provision.

Keywords: logistics services, differences in the perception of the usefulness of services between customers and suppliers, B2B market, chemical products.

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