CATALOG RETAILER IN-STOCK PERFORMANCE: AN ASSESSMENT OF CUSTOMER SERVICE LEVELS

✍ Scribed by John C. Taylor; Stanley E. Fawcett; George C. Jackson

• Publisher: Wiley (John Wiley & Sons)
• Year: 2004
• Tongue: English
• Weight: 85 KB
• Volume: 25
• Category: Article
• ISSN: 0735-3766
• DOI: 10.1002/j.2158-1592.2004.tb00184.x

✦ Synopsis

The purpose of this article is to study the level of “in‐stock” customer service performance being offered in the catalog channel of distribution. The article provides benchmark information for the catalog industry. More importantly, the article serves as one test of the effectiveness of the modern supply chain, where the expectation is for near perfect orders. Customer service levels are studied by using an empirical observation methodology in which catalog retailer's in‐stock performance was measured. Comparisons are made across item type, season, retailer type, and days from catalog receipt. Overall, items were out‐of‐stock during 15.9% of all checkpoints, compared to an 11.8% stock‐out rate in an earlier study of bricks and mortar retailers.