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The purpose of this paper is to propose a methodology for the comparison of business units and to illustrate its implementation. Job stress is introduced as a mediator variable. A postal company is taken as a case study and its three business units are compared. The units (i.e. employees who have direct contact with customers) analyzed are postal clerks, couriers and call center operators.

Quantitative data were collected using two questionnaires: the first to assess the state of predefined organizational parameters, and the second to measure the stress levels of employees. The χ² test of independence (χ² test) and Fisher’s exact test are used to calculate correlation. Work stress score and stress distribution index, which are proposed in this study, are used to quantify the levels of stress, the state of organizational parameters and possible improvement points, as well as to compare the business units.

According to the results, the most demanding job is that of couriers, followed by postal clerks and call center operators.

The proposed model could be used to assess and improve businesses and to reduce the stress levels of employees. Further, a model for the comparison of business units might be a useful tool for managers in defining working hours, breaks, length of holiday periods and even in creating a wage structure.

Informed by the role and script theory, this paper aims to explore workforce and customer experiences related to service delivery under the sharing economy. The study is expedient as the sharing economy spreads its disruptive innovation across the hospitality industry.

This paper applies a qualitative approach, sourcing online data from virtual platforms.

The results indicate both positive and negative experiences for customers and the workforce, and the paper highlights the challenges of fragmented service delivery as a result of service delivery mediated through mobile applications.

Food delivery mediated through mobile applications is likely to expand as more households are lured by its convenience. This change has implications for both restaurants and the workforce.

Although a growing number of studies analyse the impact of the sharing economy on the hospitality industry, much of the focus has been on accommodation, and the impact and implications for the food-service segment has not been thoroughly investigated yet.

A new offence of ‘drug covering’ should be created, with penalty ranges of six to 12 months. This would allow sentencers to distinguish between drug mules and principals, as the latter are the principal traffickers and stand to gain the benefits of drug importation.

The purpose of this paper is to present the design and evaluation of an integrated system that supports planners and dispatchers to deliver enhanced courier operations. In addition to regular deliveries and pickups, these operations include: first, mass deliveries to be served over a horizon of multiple days; and second, real-time dynamic requests (DRs) to be served within the same service period.

To address the aforementioned challenges, the authors developed an architecture that enhances a typical fleet management system by integrating purpose designed methods. Specifically, the authors plan mass deliveries taking into account typical routes of everyday operations. For planning DRs in real time, the authors propose an efficient insertion heuristic.

The results from testing the proposed optimization algorithms for planning mass deliveries and real-time DRs are encouraging, since the proposed algorithms outperform current practices. Testing in a practical courier environment, indicated that the enhanced planning system may improve significantly operational performance.

The proposed optimization algorithm for the dynamic aspect of this problem comprises a heuristic approach that reaches suboptimal solutions of high quality. The development of fast optimal algorithms for solving these very interesting and practical problems is a promising area for further research.

The proposed integrated system addresses significant problems of hybrid courier operations in an integrated, balanced manner. The tests showed that the allocation of flexible orders within a three-day time horizon improved the cost per flexible order by 7.4 percent, while computerized routing improved the cost of initial (static) routing by 14 percent. Furthermore, the proposed method for managing DRs reduced the excess cost per served request by over 40 percent. Overall, the proposed integrated system improved the total routing costs by 16.5 percent on average compared to current practices.

Both the planning problems and the related solution heuristics address original aspects of practical courier operations. Furthermore, the system integration and the proposed systematic planning contribute to the originality of the work.

This paper aims to examine how three different organisations integrate sustainability reporting into management control systems (MCS).

A case study examination of sustainability reporting integrated into MCS in three New Zealand organisations.

The integration of sustainability reporting into MCS holds advantages for organisations to operationalise sustainability objectives, broaden stakeholder accountability as well as intensify interactions with stakeholders, formalise organisation beliefs and improve communication of sustainability measures internally. While frameworks such as the balanced scorecard (BSC) can facilitate implementation of sustainability reporting, some organisations may choose to fully integrate the latter into their management control system.

Sustainability reporting is sometimes seen as an external reporting philosophy that can be managed as a separate project. The authors show it can be integrated into MCS, either entirely or through tools such as the BSC. The authors develop a framework that may be useful in future studies to locate our case organisations.

The purpose of this study is to gain an “insider” understanding of contemporary methods and operations in parallel trading in the North District.

Drawing from in-depth interviews and field observations, we explore how this demand has led to two major consequences.

First, contemporary parallel trading has resulted in the rise of an organized system with coordinated roles and a range of workers moving in concert colloquially understood as the ant-moving-home (“螞蟻搬家” or “maangai bungaa”) approach. Second, the demand for parallel goods has led to alterations in the border landscape disturbances to daily order, shortages of daily goods and rising prices which, in turn, have led to organized protests around political identity and new challenges for policing the border.

Our objective is to gain an “insider” understanding of contemporary methods and operations in parallel trading in the North District. A second limitation is the problem of generalization. Given the relatively small number of interviews and limited time for field observations, this study cannot provide a generalized account of the operation of the grey economy in the North District.

This article has drawn from several data sources to construct a holistic understanding of parallel trading and the associated public disorder in the North District. While parallel trading exists in many other countries, the situation in Hong Kong is somewhat distinct, in part, because the border trading site involves “one country but two systems” and accordingly is associated with other problems in relation to public security, social disturbance and identity conflict. These newly emerged issues on policing, not covered in this study, are important to future research.

Aramex PJSC: carving a competitive advantage in the global logistics and express transportation service industry.

Entrepreneurship, International Business, Strategy.

Post-graduates, Practitioners.

This case chronicles the Aramex PJSC story of entrepreneur Fadi Gandhour. The case looks at the new start-up, its growth and financing plans for expansion and how it got a competitive advantage in an industry dominated by big players. Aramex, as of 2012, was the only Arab company to have successfully listed on the NASDAQ Stock Exchange. After 30 years at the helm of the company, Fadi Ghandour, the Chief Executive Officer (CEO), was stepping down and was being succeeded by regional head, Hussein Hachem, the CEO of Middle East and Africa. Aramex had a competitive edge in emerging markets, and Fadi and Hussein knew that the route to sustainable growth was to capitalize on this opportunity using organic growth, acquisitions and strategic alliances.

Strategy included looking at gaining a competitive advantage in the Middle East, North Africa, South Asia and other emerging markets. Lessons are provided on capitalization of opportunity, funding and creating an organization culture that is sustainable and reflects the Founder's ideal.

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City Link is one of the UK’s largest business‐to‐business courier companies. Founded in 1969, it pioneered the concept of same day and next morning delivery services. Describes the latest phase in the development of PC CLAN (City Link automated network), a PC‐based tracking and tracing system which was installed in the warehouses of City Link’s larger customers to improve the communication and monitoring of jobs between client and courier. Suggests that this latest phase in development is essentially electronic data exchange for parcels and that it may have a significant impact on the shaping of the parcel courier business.

The purpose of the paper is to present an empirical study on the logistics innovation capability and its impacts on the supply chain risk in the Australian courier firms. Based on the resource-based review, logistics innovation capability provides valuable insight into mitigating supply chain risks in the Industry 4.0 era.

The research model focuses on the relationships between logistics innovation capability and supply chain risk. Partial least squares approach for structural equation modelling is used to validate the research model by empirically analysing survey data.

The empirical result shows negative relationships between logistics innovation capability and supply chain risks. These relationships may imply that firms can mitigate the negative impacts of supply chain risks by developing logistics innovation capabilities. The findings demonstrate the applicability of logistics innovation capability for mitigating supply chain risks in the Australian courier firms.

There are very few empirical studies on the mitigating supply chain risk through logistics innovation capability. The empirical results provide an insight into innovation management and risk management in logistics and supply chain. This insight offers practical guidance for developing and deploying logistics innovation capability to support and enable supply chain risk management strategies in the Industry 4.0 era.