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The service sector is a major segment of the economy and contributes to the gross national product in a significant manner. It complements the manufacturing sector as organizations become global in nature. Sources of raw material may be quite dispersed from the manufacturing site. Further, not all manufacturing may take place in one particular location. Based on the availability of expertise and the required operations to produce the product, components, subassemblies, or assemblies could be produced in different geographical locations. This creates the necessity to transport raw material, components, or assemblies in a timely manner from one location to another based on the needs of the supply chain. All customers prefer not only an efficient delivery system but also one that is damage-free. In this chapter, we consider a model whereby service organizations offer a contract for damage protection based on product value. The objective is to determine the premium to be charged by the service organization so as to at least break even or accomplish a desired profit margin.

Aims to assess the effect of European Union performance directives related to CE marking on the machinery industry of Taiwan.

This paper adopts a questionnaire to collect information. By means of a statistical scheme, performance indices of importance and difficulty, which meet the directives requirement, are designated. The performance evaluation matrix presented by Lambert and Sharma is modified using an introduced standardized system.

Management in the industry needs simply to locate the difficulty and importance of the directive on a performance matrix. Performance levels can be assessed and the strategy for improving the performance of CE marking established.

Provides information on the best countermeasure that can be obtained to serve as a reference for the industry to introduce CE marking.

Describes how UPS created UPS Supply Chain Solutions, an entirely new business, with carefully selected target market segments for which unique and extensive value offerings were designed. To build this business UPS made numerous acquisitions and successfully resolved post-acquisition integration challenges in compensation, information systems, personnel policies, and organizational culture.

Variations in customer expectations pose a challenge to service quality improvement in the airline industry. Understanding airline customers' expectations and satisfaction help service providers improve their offerings. The extant literature examines airline passengers' expectations in isolation, neglecting the overall impact of online reviews on service quality improvement. This paper systematically evaluates the airline industry's passengers' expectations and satisfaction using expectation confirmation theory (ECT) and the SERVQUAL framework. The paper analyzes online reviews to examine the relationship between airline service quality attributes and passengers' satisfaction.

The SERVQUAL framework was employed to examine the effects of customer culture, the reason for traveling, and seat type on customer's expectations and satisfaction across a large sample of airline customers.

A total of 17,726 observations were gathered from the Skytrax review website. The lowest satisfaction ratings were from passengers from the USA, Canada and India. Factors that affect perceived service performance include customer service, delays and baggage management. Empathy and reliability have the biggest impact on the perceived satisfaction of passengers.

This research increases understanding of the consumer expectations through analysis of passengers' online reviews. Results are limited to a small sample of airline industries.

This study provides airlines with valuable information to improve customer service by analyzing online reviews.

This study provides the opportunity for airline customers to gain better services when airline companies utilize the findings.

This paper offers insights into passengers' expectations and their perceived value for money in relation to seat types. Previous studies have not investigated value for money as a construct for passengers' expectations and satisfaction relative to service quality dimensions. This paper addresses this need.

Customer service levels are seen as the linchpin of an effective marketing logistics strategy for any company. Careful consideration is given to the components of customer service and each element is examined to identify its cost and revenue aspects. Segmented customer service policies are reviewed and taxonomic criteria proposed. The trade‐offs within the total logistics mix which are concomitant with changes in service offered are examined. Equally, a distinction is drawn between subjective service levels (i.e., displayed availability at point‐of‐purchase/use) and objective service levels. Control procedures to monitor the operational management of service levels decided upon are enumerated and procedures for interpreting customer complaints described. Experimental approaches are proposed by which managements can seek to move towards more cost effective service policies.

Many companies have no customer services objectives or strategies and the service performance received by customers is ample evidence of this fact. Companies which formalise their approach, on the basis of a cost/benefit study of the marketplace, usually find considerable marketing benefits. A customer service “package” can be created that links delivery frequencies, and lead times, back‐up inventory, response to complaints and technical service in a reliable way. Consistency seems to be the key marketing weapon although a host of other variables have impact, such as consolidation and delivery flexibility.

Due to the need and interest of gluten-free products for celiac disease (CD) patients, the study aims to estimate the effect of the substitution of rice flour with millet flour in the presence of sweet lupin and sweet potato powder in gluten-free blends and the impact of the produced blends on gluten-free flat bread quality.

Seven gluten-free blends (B1, B2, B3, B4, B5, B6 and B7) were prepared with different percentages of rice flour (50–80%) and millet flour (5–35%), 10% sweet lupin and 5% sweet potato powder. Physicochemical analysis and particle size of gluten-free blends were evaluated. The resulted gluten-free bread samples were analyzed for chemical composition, color parameters and staling as well as sensory evaluation.

Results indicated that substitution of rice flour with millet flour increased protein, fat, ash, crude fiber, calcium, zinc and iron contents of flour blends, while total carbohydrates content, water holding capacity (WHC) and oil holding capacity (OHC), bulk density, L*, a* and b* values were decreased with increasing millet flour substitution. In addition, substitution with millet flour significantly increased (p < 0.05) protein, fat, ash and crude fiber contents and affected color parameters and staling of produced bread.

As a researchers, the authors need more statistical data about type, needs, age and numbers of CD patients in worldwide and in Egypt to create a specific products for each of them. Besides, the collaboration between researchers, breeders, nutritionist and food manufactures are very vital to add new gluten-free crops.

New gluten-free products will be launched in markets with affordable price.

The children with CD, especially Egyptians suffer from a shortage of varied, inexpensive and suitable gluten-free bread to achieve their needs. So the current work may help them to be satisfied.

Rice flour could be substituted up to 10% with millet flour without adverse effect on the sensory attributes of gluten-free bread and this may assist CD patients to discover a diversity of gluten-free blends.

The purpose of this paper is to explore the effects of binary chemical reaction and activation energy on nano Casson liquid flow past a stretched plate with non-linear radiative heat, and also, the effect of a novel exponential space-dependent heat source (ESHS) aspect along with thermal-dependent heat source (THS) effect in the analysis of heat transfer in nanofluid. Comparative analysis is carried out between the flows with linear radiative heat process and non-linear radiative heat process.

A similarity transformation technique is utilised to access the ODEs from the governed PDEs. The manipulation of subsequent non-linear equations is carried out by a well-known numerical approach called Runge–Kutta–Fehlberg scheme. Obtained solutions are briefly discussed with the help of graphical and tabular illustrations.

The effects of various physical parameters on temperature, nanoparticles volume fraction and velocity fields within the boundary layer are discussed for two different flow situations, namely, flow with linear radiative heat and flow with non-linear radiative heat. It is found that an irregular heat source/sink (ESHS and THS) and non-linear solar radiation play a vital role in the enhancement of the temperature distributions.

The problem is relatively original to study the effects of activation energy and binary chemical reaction along with a novel exponential space-based heat source on laminar boundary flow past a stretched plate in the presence of non-linear Rosseland radiative heat.