Reveals how a Californian local newspaper is using their own Alternative Distribution System (ADS) to guarantee first‐rate delivery of their ′Shoppers′, after becoming dissatisfied with the US Postal Service. Contends that the key to the success of the ADS comes from the employment of ′verifiers′ who evaluate the quality of delivery.
Miller, B.W. (1992), "Doing it our way", Managing Service Quality: An International Journal, Vol. 2 No. 1, pp. 45-48. https://doi.org/10.1108/09604529210029038
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