Development of Client Service Practices for Logistics Provider in Internet Retail

The problem of improving logistics service practices to create a competitive advantage in the online shopping market is considered in the framework of the graduate qualification work. Increasing competition in this sector forces market participants to fight for customers not only with the help of high quality of the final product, but also with the help of the provided service. The logistics market for online commerce and the requirements for the logistics service provided are increasing in tandem with the overall market growth. Customer service trends towards personalization, transparency and awareness among others are affecting many aspects of logistics service. For example, major changes will be experienced in the last mile of delivery, which will become increasingly focused on maximizing customer convenience. The paper will review current practices in the field of logistics service, which are applied by companies in the e-commerce market and related niches, as well as propose a plan to improve these initiatives for the Russian market. The object of the work is the interaction between e-commerce market counterparties and logistics operators regarding the provided customer service. The main objective of the work is to improve the current practices of the provided logistics service and to evaluate the effectiveness of the proposed initiatives. The final expected result of the work is a set of cost-effective initiatives to improve the customer service of logistics providers in the Russian market.