In the article “The new age of customer impatience: An agenda for reawakening logistics customer service research” discuss how companies need to start focusing on how customer service plays are larger factor when it comes to the movement of products from the manufacturers to the consumer. The article speaks about how there is not enough research that has been completed on customer satisfaction in recent years when it comes to logistic customer service, specifically, omnichannel and e-commence. The major point of the article is basically that consumers are becoming more impatient on the wait times for the items that they ordered. They feel that everything should be readily available and that companies are not meeting these needs rapid enough.

The authors were very good about being unbiased when writing this article. They pulled research from the late 90s and early 2000s to get an idea of the background information for what was going on with customer satisfaction in logistics historically verse what is important with customers in recent years. However, they did state that their just is not enough research that has been done when it comes to what customers truly want now that a large amount of shopping is completed online and what companies have been to help improve overall satisfaction. The article talks about companies look more at soft issues and not hard issues when it comes to customer happiness. Shippers do that to some extent. But not everyone
scrutinizes those ‘softer’ factors (such as effective and relevant communication, ease of
doing business, etc.), the same way they do easy-to-define performances measures” (p. 41).
If a company masters the fundamentals (on-time delivery, high fill rate) and wants to do an
even better job, the soft issues or people-related issues offer a way to gain greater
advantage. A halo effect may emerge: “Doing exceptionally well at a handful of these soft
issues gives the impression to the shipper that you’re doing exceptionally well on the
others” (Douglas, 2016, p. 42). The authors of this article are showing how many companies are not looking into overall satisfaction.

Based of personal experience working at a transportation company I would agree that customers nowadays do want their deliveries faster. We as a company do not look into the satisfaction of the customer when it comes to deliveries as much as we should, because we are too focused on the overall operation. This Is something that companies really need to start looking into, because we have lost major accounts, because of lack of customer satisfaction.

Daugherty, P., Bolumole, Y., & Grawe, S. (2019). The new age of customer impatience: An agenda for reawakening logistics customer service research. International Journal of Physical Distribution & Logistics Management, 49(1), 4–32. https://doi.org/10.1108/IJPDLM-03-2018-0143

Douglas, M. (2016), “At your service”, Inbound Logistics, Vol. 36 No. 12, pp. 40-45.