| 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: | Department of Shipping and Transport Logistics |
| Pages: | v, 77 leaves : ill. ; 30 cm |
| Language: | English |
| 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. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b17490984.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 2.5 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/540