Customer service of small logistics service providers in Hong Kong in the 21st century

Pao Yue-kong Library Electronic Theses Database

Customer service of small logistics service providers in Hong Kong in the 21st century

 

Author: Chiang, On-tao Andy
Title: Customer service of small logistics service providers in Hong Kong in the 21st century
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Customer services -- China -- Hong Kong
Business logistics -- China -- Hong Kong
Service industries -- China -- Hong Kong
Physical distribution of goods -- China -- Hong Kong
Department: Dept. of Shipping and Transport Logistics
Pages: v, 77 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1749098
URI: http://theses.lib.polyu.edu.hk/handle/200/540
Abstract: In the 21st Century, many organisations are downsizing due to the influence of economic crisis. Hong Kong small logistics service providers, which are employing less than 50 staff, are important for a healthy society and are facing intense market competition. However, China's rapidly expanding in manufacturing/trading and China's entry into the WTO has stimulated much demand for logistics services from Hong Kong. Therefore, knowing the success factors is crucial to the survival/development of small logistics service providers in Hong Kong. Thereby, qualitative interviews were conducted to recognize the environmental changes in China and Hong Kong regarding logistics activities; and the major obstacles to provide quality customer service by small logistics service providers in Hong Kong were identified in owners' personal factors, management factors, strategic factors, and environmental factors. Then, small logistics service providers in Hong Kong are recommended to adopt intensive strategies and Michael Porter's generic strategies to improve their competitiveness from a managerial perspective. Nevertheless, this research is limited to the small logistics service providers in Hong Kong, and future studies have to be carried out periodically because of the change in logistics service providers' value/attitude, customers' needs and environmental changes.

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