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Article
Publication date: 1 February 2006

Bingguang Li, Michael W. Riley, Binshan Lin and Ershi Qi

The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx.

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Abstract

Purpose

The purpose of this research is to provide a comparison of customer satisfaction of two largest US parcel delivery companies, the UPS and FedEx.

Design/methodology/approach

The paper is contrast the overall customer satisfaction and five critical factors (availability, responsiveness, reliability, completeness, and professionalism of service) that directly affect customer satisfaction for these two parcel delivery companies. Written questionnaire responses from university departments/units in the USA were collected and used for the comparison analysis. An independent samples t‐test was used to compare the ratings of customer satisfaction of these two parcel companies.

Findings

The paper find's no significant differences in the ratings of service quality of that these two parcel delivery companies provide with respect to both incoming and outgoing mail. The results of this research suggest that the similarity in ratings of service quality of these two companies explain their equally dominant positions in the parcel service industry.

Research limitations/implications

The survey subjects only include units/departments within universities, with most of the participants located in Nebraska. By expanding the total number of surveys to include more industries and locations, this research could provide additional insight into the parcel service industry and customer satisfaction. Additionally, price of parcel delivery service was not included as a factor impacting customer satisfaction. Price of service may play an important role in customers' selection of parcel carrier.

Originality/value

Findings of this research provide customers insights into the service quality of parcel delivery companies in order for them to make a choice of which carriers to use.

Details

Industrial Management & Data Systems, vol. 106 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Book part
Publication date: 29 January 2018

Gábor Nagy, Carol M. Megehee and Arch G. Woodside

The study here responds to the view that the crucial problem in strategic management (research) is firm heterogeneity – why firms adopt different strategies and structures, why…

Abstract

The study here responds to the view that the crucial problem in strategic management (research) is firm heterogeneity – why firms adopt different strategies and structures, why heterogeneity persists, and why competitors perform differently. The present study applies complexity theory tenets and a “neo-configurational perspective” of Misangyi et al. (2016) in proposing complex antecedent conditions affecting complex outcome conditions. Rather than examining variable directional relationships using null hypotheses statistical tests, the study examines case-based conditions using somewhat precise outcome tests (SPOT). The complex outcome conditions include firms with high financial performances in declining markets and firms with low financial performances in growing markets – the study focuses on seemingly paradoxical outcomes. The study here examines firm strategies and outcomes for separate samples of cross-sectional data of manufacturing firms with headquarters in one of two nations: Finland (n = 820) and Hungary (n = 300). The study includes examining the predictive validities of the models. The study contributes conceptual advances of complex firm orientation configurations and complex firm performance capabilities configurations as mediating conditions between firmographics, firm resources, and the two final complex outcome conditions (high performance in declining markets and low performance in growing markets). The study contributes by showing how fuzzy-logic computing with words (Zadeh, 1966) advances strategic management research toward achieving requisite variety to overcome the theory-analytic mismatch pervasive currently in the discipline (Fiss, 2007, 2011) – thus, this study is a useful step toward solving the crucial problem of how to explain firm heterogeneity.

Details

Improving the Marriage of Modeling and Theory for Accurate Forecasts of Outcomes
Type: Book
ISBN: 978-1-78635-122-7

Keywords

Article
Publication date: 1 April 1973

Current issues of Publishers' Weekly are reporting serious shortages of paper, binders board, cloth, and other essential book manufacturing materials. Let us assure you these…

Abstract

Current issues of Publishers' Weekly are reporting serious shortages of paper, binders board, cloth, and other essential book manufacturing materials. Let us assure you these shortages are very real and quite severe.

Details

Reference Services Review, vol. 1 no. 4
Type: Research Article
ISSN: 0090-7324

Article
Publication date: 1 January 1994

Allan H. Church

Although a large contingency of theory and research has been conducted in the area of individual and interpersonal communication, relatively few theoreticians have focused on the…

1086

Abstract

Although a large contingency of theory and research has been conducted in the area of individual and interpersonal communication, relatively few theoreticians have focused on the broader character of communication at the organizational level of analysis. With the increasing emphases on total quality, leadership, adaptive cultures, process reengineering, and other organizational change and development efforts, however, the need to understand the process and function of organizational communication at a broader, more systemic level is paramount. The following paper attempts to address this issue by providing: (1) a comparative review and critique of three “classic” theoretical approaches to describing the importance of communication in organizations and the relationship between communication and organizational functioning (open systems theory, the information‐processing perspective, and the communication as culture framework); and (2) a new integrative framework—the CPR model of organizational communication—for conceptualizing and understanding the nature of communication in organizations based on constructs adapted from these three perspectives. The model is then used both in an applied example to help diagnose an organizational system and to stimulate suggestions for future research.

Details

The International Journal of Organizational Analysis, vol. 2 no. 1
Type: Research Article
ISSN: 1055-3185

Article
Publication date: 1 March 2004

Michael Riley and Edith Szivas

The paper addresses the relationship between a tourism authority and micro‐tourism businesses in terms of information access and use. The background is the commonly found…

Abstract

The paper addresses the relationship between a tourism authority and micro‐tourism businesses in terms of information access and use. The background is the commonly found dysfunction between the strategic intentions of a locality and small business performance. Information seeking is examined theoretically through its relationship to human capital. Given the evidence of entrance to the industry from outside it, it was thought that lack of tourism training would influence information seeking. The study confirmed the low levels of human capital, a modest interest in the larger picture but no evidence of the impact on decision‐making. The study also raises the issue of whether the use of the Internet separates small businesses from the regional tourism strategy.

Details

Tourism Review, vol. 59 no. 3
Type: Research Article
ISSN: 1660-5373

Abstract

Details

Corporate Fraud Exposed
Type: Book
ISBN: 978-1-78973-418-8

Content available
Book part
Publication date: 30 July 2018

Abstract

Details

Marketing Management in Turkey
Type: Book
ISBN: 978-1-78714-558-0

Article
Publication date: 1 January 1954

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

Abstract

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

Details

Aslib Proceedings, vol. 6 no. 1
Type: Research Article
ISSN: 0001-253X

Book part
Publication date: 20 November 2013

Lynette Riley, Deirdre Howard-Wagner, Janet Mooney and Cat Kutay

This chapter outlines the successful community engagement process used by the authors for the Kinship Online project in the context of Indigenous methodological, epistemological…

Abstract

Purpose

This chapter outlines the successful community engagement process used by the authors for the Kinship Online project in the context of Indigenous methodological, epistemological, and ethical considerations. It juxtaposes Indigenous and western ways of teaching and research, exploring in greater detail the differences between them. The following chapter builds on and extends Riley, Howard-Wagner, Mooney & Kutay (2013, in press) to delve deeply into the importance of embedding Aboriginal cultural knowledge in curriculum at the university level.

Practical implications

The chapter gives an account of an Office for Learning and Teaching (OLTC) grant to develop Indigenous Online Cultural Teaching and Sharing Resources (the Kinship Online Project). The project is built on an existing face-to-face interactive presentation based on Australian Aboriginal Kinship systems created by Lynette Riley, which is being re-developed as an online cultural education workshop.

Value

A key consideration of the researchers has been Aboriginal community engagement in relation to the design and development of the project. The chapter delves deeply into the importance of embedding Aboriginal cultural knowledge into curriculum at the university level. In doing so, the chapter sets out an Aboriginal community engagement model compared with a western research model which the authors hope will be useful to other researchers who wish to engage in research with Aboriginal people and/or communities.

Details

Seeding Success in Indigenous Australian Higher Education
Type: Book
ISBN: 978-1-78190-686-6

Keywords

Article
Publication date: 1 February 1993

Michael Riley

Describes the labour economics of the hotel and catering industry,which produce two characteristics: individual contracts and lowunionization. Draws parallels between the free…

Abstract

Describes the labour economics of the hotel and catering industry, which produce two characteristics: individual contracts and low unionization. Draws parallels between the free market behaviour of this traditional industry and the general direction of change in the industry as a whole. Suggests that greater insecurity, a heightened sense of immediacy in tasks, and more unsocial hours may lead to a propensity for mobility and a lack of organizational commitment – behaviour which is familiar in the hotel and catering industry.

Details

Employee Relations, vol. 15 no. 2
Type: Research Article
ISSN: 0142-5455

Keywords

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