United Parcel Service (UPS) (www.ups.com) assumed that on-time delivery was the most important feature of its service
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United Parcel Service (UPS) (www.ups.com) assumed that on-time delivery was the most important feature of its service and stressed (literally) its importance to UPS employees.
UPS managers were confused as to why the company was not gaining market share even though customers rated the company’s on-time delivery very high. Explain this apparently contrary result. 7
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Related Book For 
Cost Management Strategies For Business Decisions
ISBN: 12
4th Edition
Authors: Ronald Hilton, Michael Maher, Frank Selto
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