Business Models of Logistics Operators: A Conceptual Model of Customer Service

The logistics operator assumes the role of an integrator in the business model, which allows for an increased efficiency and added value creation. The aim of this paper was to develop a model for the implementation process of logistics customer service aimed at the logistics industry, based on theoretical modelling and confirmed by a number of cases. The main hypothesis is as follows: The model of logistic customer service in the supply chain represents the advantage of companies in the market. The following research methods were used, including secondary and primary data acquisition, literature analysis and case study. Concept development and changes to the customer service model improve the supply chain, refine the quality and increase the value of the information provided. The changes proposed affect the value of the model in terms of quality improvement. The paper examines the conceptual model as suitable for future implementations.