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Title: Service-based strategy in the air express industry
Author: Wong, Yiu-Man
ISNI:       0000 0001 3571 6883
Awarding Body: University of Warwick
Current Institution: University of Warwick
Date of Award: 2001
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The air express industry has a set of characteristics very different from other logistics or transportation fields in terms of market competition, operational set up, and service strategy. There is a distinct competitive advantage if the service strategy can lead the air express company toward higher agility and customisation. Developed along the concept of Porter's generic value chain, a new Service Strategy Implementation Model was developed for providing an integrated solution for acquiring competitiveness in the air express business. It contains two main components, namely: an 'Agility & Customisation Tool' and a 'Customer Front-end Action Tool'. The Model shows clearly all the important functions and major activities under the air express scenario that should be studied in order to arrive at the most appropriate service strategy solutions for the company. This model can be used as a map to guide the company management to plan strategically for the air express business requirements. Two major projects have been studied in considerable detail, namely (i) Strategic Service Network Planning & Design', and (ii) Service Quality and Customer Service' to address the agility and customisation concerns respectively in the market competition. In both projects, new approaches in tackling genuine business problems were used. In the first, there was a simultaneous use of mixed 0-1 Linear Programming and computer simulation to arrive at a compromise solution. While for the latter, the derivation of a new Customer Value Model for the industry referencing PZB's* service quality concept, resulted in a successful transformation of customer feedback into action priorities. There are also studies and discussion on the areas of technology management, service productivity and service product development that are important components of the Service Strategy Implementation Model.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available
Keywords: HE Transportation and Communications ; TL Motor vehicles. Aeronautics. Astronautics