3rd International Conference on Service Systems and Service Management, Troyes, France, 25 - 27 October 2006, pp.601-606
This study explores and illustrates an analytical framework to assess the performance factors for logistics companies through a managerial view rather than a market view. The factors integrating the strategic and operational targets are evaluated within a framework based on four levels; performance targets, planning activities, logistics operations and logistics operations' performance attributes. The analytic network process is used to determine the most effective performance attributes. The framework is applied and studied in two major logistics companies of South East Europe in international competition, which have different focuses in terms of customer relations and information technology. Relying on the first evidence of the application, recommendations will be made for further studies.