According to these authors, efficiency is a dimension related to the use of resources allocated to the logistic function, effectiviness can be defined as the extent to which objectives are achieved and differentiation is understood as the value that can be generated by the elements of customer service in relation to competitors.
In the opinion of Fugate et al. (2010), the better the quality of the joint work of human resource logistics, planning and implementation of solutions to customers’ requests, the lower the level of redundancies, conflicts and customer complaints, which increases efficiency levels due to responsiveness (less time), allows lower levels of waste and invested capital, and thus increases logistics efficiency and the likelihood of meeting deadlines.