The employee’s role in service delivery : the comparative case study of Posten Sweden and China Post

University essay from Avdelningen för ekonomi

Author: Jiani Yang; Qiyun Zheng; [2011]

Keywords: Employee training; employee satisfaction; customer satisfaction; service recovery; Posten Sweden; China Post; e-commerce;

Abstract: This study can be used by Posten Sweden and China Post to understand their situation and the facts regarding service quality and the difference between the two. This study will also provide useful information for other post or logistic institutions

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