Customer Satisfaction with Delivery Scheduling

Abstract

Scheduling of product delivery is one way to increase customer satisfaction. This paper presents a model for selecting the delivery promise for an order that maximizes customer satisfaction. The model is calibrated using data collected in a survey of purchasing managers that gathered responses to various delivery scenarios. Using this model, the authors suggest a method to prescribe a satisfaction-maximizing delivery schedule for a group of orders. The method incorporates both production constraints and expected customer response. It also allows for different order characteristics as well as both different customer responses and seller’s criteria.

Additional information

Notes on contributors

Harold J. Ogden

Harold J. Ogden (Ph.D., Queen’s University in Kingston, Ontario) is an assistant professor of marketing at Saint Mary’s University in Halifax, Nova Scotia, Canada. Before returning to school to begin doctoral studies, he worked in production management, technical sales and sales management in industry.

Ronald E. Turner

Ronald E. Turner (Ph.D., Northwestern University) is a professor of marketing at Queen’s University in Kingston, Ontario He earned his doctorate after working in industry as an engineer. Before Queens, he taught at Carnegie-Mellon Universitys