search query: @indexterm CONSUMER EXPECTATIONS / total: 100
reference: 46 / 100
| Author: | Raphael, D.E. |
| Title: | "Fly-by-night" or here to stay? - The future for air express |
| Journal: | Long Range Planning
1992 : APR, VOL. 25:2, p.52-62 |
| Index terms: | AIR TRANSPORT DELIVERY SERVICES INDUSTRY CONSUMER EXPECTATIONS ORGANIZATIONAL CHANGE GROWTH MANAGEMENT TECHNIQUES |
| Language: | eng |
| Abstract: | An entirely new industry has appeared during the past four decades. During its early growth phases, firms in the industry provided overnight delivery of packages and mail. The business of delivering time-sensitive packages on a global basis is now in a new phase of its development that will provide new growth opportunities or result in a maturing and, eventually, in a declining industry. Key players in the industry face critical challenges such as the need to understand expectations by the customers, to identify core and realted new opportunities effectively, and need to utilize management tools of strategic change. Managing the unexpected consists of four steps; they are discussed in detail. |
SCIMA