the spot for customers.
Federal Express initiated its structural reorganization from a position of strength, as the firm since its inception had achieved high levels of customer satisfaction. Management at Federal Express realized, however, that the company's past accomplishments would not assure its future success. Thus, a service quality program accompanied by organizational restructuring was implemented as a part of a long-term strategy to retain market-share dominance.
To establish its marketing service quality program, Federal Express determined what was most
...