Monday, December 30, 2019

Youth Unemployment And Its Effects On The Economy - 990 Words

Shaima Saklou Mrs. Lauren Schuberth Mr. Kyle Burkett Level 9 Reading Writing 22 February 2017 Youth in Unemployment in Saudi Arabia Unemployment is a phenomenon that occur in any country across globe. It considers as very essential topic because its effects on the country. The unemployment rate is one of the most prominent issues discussed today by politicians, news commentators, and economists. Therefore, higher unemployment rate between youth could affect the economy, politics, and other factors. Many countries across the globe spend a lot of time and effort trying to control the rate of unemployment and its growth within the economy. This is due to the fact that increased youth unemployment affects negatively the†¦show more content†¦The first one is frictional unemployment which is the result of imperfections in the labor market is very common in all societies irrespective of their stage of development. The second one is the technological unemployment, which is the result of the lack of the skill of labor force and it is considering in the case of Saudi Arabia. L astly, seasonal unemployment which takes the form of temporary lay-offs experienced through the labor force because the seasonal nature of their employment for instance , farmers are the main issue of this kind of unemployment. As well as, the people who work fundamentally through the Haj pilgrimage season are belonging same type. According to IMF indicates that the unemployment rate among Saudi nationals has reached 12%. The youth male (30%) and females (35%) are particularly affected by the country’s unemployment problem. The increasing unemployment rate in Saudi Arabia, specifically in youth, has made it important to understand the causes and impact of youth unemployment as well as investigating solutions. Therefore, this paper is going to investigate the following: - What factors that causes a higher rate of unemployment among youth in Saudi Arabia? - What the impact of youth unemployment in Saudi Arabia? - Why other countries for instance Qatar country has a lower rate of youth unemployment than Saudi Arabia? - What types of polices that Saudi government can do toShow MoreRelatedEssay on The Challanges Faced by the Coca-Cola Company1240 Words   |  5 PagesThe Coca-Cola Company distributing the Coca-Cola product has faced many macroeconomic variables that indicate trends in the economy. A reduction in consumer confidence in the United States, resulting in lower product sales, has been offset by rising sales in overseas markets. Coca-Cola has combated problems such as unemployment, global warming, and rising interest rates. The Coca-Cola Company looks to new programs to encourage employment, additional ways to provide water for their product, andRead MorePotential Solutions For High Youth Unemployment1005 Words   |  5 PagesQuestion How can the high levels of What are potential solutions for high youth unemployment in Australia be solved, and what are its implications on inequality for young Australians? I. Introduction High levels of unemployment have many negative effects, including rising inequality, which is a major issue in developed economies such as Australia (REF). Income, and wealth inequality are the two main types of inequality examined in economics. Income Distribution Income distribution refers to howRead MoreUnemployment Of The Australian Economy1077 Words   |  5 PagesIn the Australian economy, trending unemployment rates are a prevailing socio-economic issue. 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An increase in minimum wage discourages companies from seeking employees,Read MoreAn Analysis of South African Economy1746 Words   |  7 PagesThe South African economy is second largest economy in Africa following Nigeria (which recently overtook South Africa according to the Economist) (Mail Guardian, 2014). From the early 2000s, Former President Thabo Mbeki promoted economic growth and foreign investment by relaxing labour laws, increasing the pace of privatisation, and reducing unnecessary governmental spending. His policies faced strong opposition from organised labour. From the mid 2000s, economic growth picked up significantly;Read MoreYouth Unemployment And Its Effects964 Words   |  4 PagesYouth unemployment and its effects of the Development in Africa The United Nations defines youth as, persons between the ages of 15-24. Unemployment is defined as the state in which a person does not have a job. It is also a frequently cited measure to determine the state of development in an area of interest. Young people aged between 15 and 25 make up 60% of Africa’s population. That figure translates to 200 million youth, and that number is projected to double by 2045. This meansRead MoreThe Country Is Peaceful And The Population1056 Words   |  5 Pagesdedicated to supporting the embattled Transitional Federal Government within Somalia, which opposes the separation. Now let me talk about the Economy in Somaliland even though Somaliland is not totally independent country and still share a lot with Somalia when it comes to economy. In this paper I will concentrate four aspects that’s makes Somaliland economy weak or low. Certification Somaliland government does not have the capability to participate in certification structures or to provide authenticity

Sunday, December 22, 2019

Political Dispute Over Mass Surveillance Technology

Political Dispute Over Mass Surveillance Technology As American citizens we want to live in a country where privacy and protection can live in harmony. This is the political dispute surrounding mass surveillance technology, because the reality is that perfect harmony isn’t possible at this time. Social groups in conflict over this issue are divided into two categories; government agencies such as the FBI, CIA, and most prominently the NSA versus civil society groups like American Civil Liberties Union (ACLU), and Electronic Frontier Foundation (EFF), as well as powerful people like Edward Snowden, and technology companies including Microsoft, Apple, Twitter, and Google (Nakashima 2015). These sides are clear. Which is understandable. Those government agencies were founded on the notion of protecting us, and that is a standard that as Americans we have come to expect. The September 11th attacks shook up that standard, bringing surveillance technology to the forefront of concern. The benefits these agencies uphold are deep-rooted in the ideals of keeping citizens safe. In an article published in The New York Post, Representative Vito Fossella (R) argues that the Patriot Act needs renewal to avoid turning â€Å"back the homeland-security clock to Sept. 10, 2001† (Fossella 2006). The fear of another national security breach such as Sept. 11th is what drives the pro side of the mass surveillance technology debate. From their perspective, surveillance technology is extremelyShow MoreRelatedNational Security Agency Is Unconstitutional887 Words   |  4 PagesThe NSA surveillance program is a critically important program to the national security in the United States . The NSA has two missions, to exploit foreign communications, known as SIGINT, and protect U.S. information systems, known as IA. The headquarters are located at Fort George G. Meade, Maryland, in the Baltimore-Washington corridor, which is very close to Washington D.C. The NSA is known for its high tech prowess, and it is on the frontiers of communications and information technology. ActuallyRead MoreThe Republic Of Rutnostica s Struggle For Freedom3889 Words   |  16 Pagesfederal constitutional republic with a robust parliamentary system of government. It is a developing country with a population of 7 billion and is diverse in its culture and languages. Rutnostica has seen a long drawn history of colonial rule, spanning over two centuries, having attained freedom in 1947. The freedom movement was characterized by bloodshed and partition, making it a monumental event in the history of Rutnostica’s struggle for freedom. Murarka Memom was the face of the independence movementRead MoreThe League Of Nations Was Formed After The First World War1446 Words   |  6 PagesLeague of Nations was formed after the First World War to provide a forum for resolving international disputes. The league of Nation failed, as it lacked the political weight and the legitimacy to carry out tasks. United States and several other countries did not join it because they did not see any personal benefit. The failure led to the outbreak of the Second World War (Mingst and Arreguin 38). It depicts typical human nature that is primary fearful, selfish, and power seeking. IndividualsRead MoreEssay on Framers View of the Constitution1489 Words   |  6 Pagesjoy of our nation since its creation. However, America has changed much in 235 years. The Internet has come to not only exist but encompass many aspects of our daily life, muskets have made way to weapons that can be hidden in clothes and disperse over a dozen rounds in seconds, and enemies against our nation have made our government begin to look within to prevent the next big attack. There are even differences in the psychology of those in governmental power. 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However, with it comes new ethical concerns regarding the privacy and security of the persons or entities in which the information was sourced. While permission may have been received with each bit of information, which may haveRead MoreChinas Rise And The Us Japans Respond2139 Words   |  9 Pagesreconsider its budget cuts (Deutsche Presse ­Agentur 2014; SIPRI Yearbook 2009:183). The increases since 1990s was mostly spend for modernization of China’s military force that started from early 1980s during Premier Deng Xiaoping administration. China land mass territory has long border mostly with nuclear power from Russia (former Soviet Union) and North Korea in Central and Northeast Asia to India and Pakistan in South Asia. The end of the Cold War that created peaceful space and flourishing Chinese economic

Saturday, December 14, 2019

Starbucks Internationalization in Recent Years Free Essays

string(322) " menu and store environment, strategies on HRM would be less susceptible to imitation, since it is intangible and tacit and it is hard for competitors to know the exact HRM practices which could be replicated Additionally, the human resource management \(HRM\) practices should be facilitated with other non-HRM measures\." With the first coffee shop opened in Sydney CBD, Starbucks entered into Australian market in July of 2000 and then expanded rapidly to 85 coffee shops in the following years. However, in August of 2008, Starbucks Coffee Company Australia announced to shut down more than 60 of its 85 coffee shops and to date it has scaled down to 22 opened in Sydney, Brisbane, the Gold Coast, the Sunshine Coast and Melbourne (Starbucks 2010). This writing will focus on the analysis on the attributes of Starbucks’ products and marketing, and identify the opportunities and threats facing the Starbucks Australia. We will write a custom essay sample on Starbucks Internationalization in Recent Years or any similar topic only for you Order Now The second part of the analysis also draws attention to the changes in social economy, competitors’ move and the main trends in the hot drink market. Based on the findings, recommendations are offered, aiming to help Starbucks gain competitive advantages in Australian marketplace and long run sustainability in a larger social context. In terms of coffee products and service quality, the cafe market in Australia is extremely mature and competitive. It is understandable that consumers’ expectation towards the newly-introduced coffee brand has been exalted high, especially when they are charged with premium price (Marketing Lessons 2010). However, the exotic coffee brand does not bring specialty to the local coffee culture as expected, the consuming experience stay mediocre. Meanwhile, products do not suit Australians’ coffee tastes (Marketing Lessons 2010). Starbucks’ positioning in Australian cafe market has departed from the consuming needs and patterns of the local customers. Dismantled with the uniqueness it possessed and its success in the US and other Asian countries, Starbucks Australia seems to be as ordinary as one of the numerous choices for customers in Australia (Coffee Break and review 2008), and people never genuinely felt the necessity to go to a Starbucks shop. Evidently, Starbucks overestimates its points of difference, as well as the customer-perceived value of its services (Marketing Lessons 2010). To compete out in Australian Cafe market, Starbucks needs to find new ways of creating competitive advantage to differentiate itself from local market competitors. What could make Starbucks special? It could be the menu including items catering customers’ special needs in coffee tastes, or the store environment which makes customer feel comfortable to sit in and enjoy the time, or the excellent service offered by people. Or it could be the combination of all the specialties makes the consuming experience unique. Datamonitor (2010) points out that the core competence of Starbucks is the quality of products. However, it is far from enough, because the best coffee and best equipment in the world could only make 20 percent of success, just as Ed Charles (2007) describes that success of product and service is 80 percent due to the performance of staff, and they must be trained to perform at their best both on products and service to maximize the perceived value of customer. More specifically, customers’ perceived value is related to both tangible benefits such as price, product quality, service, convenience and price, as well as intangible benefits concerning reputation, aesthetics, social and emotional needs like self-enhancement and sensory pleasure needs. Quality service performed by staff could highlight both tangible and intangible benefits of customers. The attributes of the quality service in coffee shop can be demonstrated by thinking of the best consuming experience you could ever imagine. When entering a clean, well-furnished coffee shop with attractive decoration and cozy ambience, customers are recognized by friendly employees and greeted by own names. Order is made in an attentive manner, and fulfilled accurately and timely. Coffees with appealing aroma are served at moderate temperature and they are great and unique in taste. Market players could acquire some of the attributes depicted in the scenario to survive in the marketplace and their service quality varies depending on the competency of the service staff. What customers need is consistent quality services, which is discovered in the report by Chen and Hu (2010) that if customers feel confident that they can have a consistent quality consumption experience each time they come, they tend to choose the same coffee shop to enjoy their coffee. And such favorable attitude towards the service they have received could evolve into customer loyalty, since the essence of customer loyalty is, as Barnes (2001) depicts, â€Å"all about how you make them feel†, vice versa. Customer loyalty may result in consistent purchasing behavior of the brand over time. Therefore, it could be concluded that the all-round quality service performed by staff with high consistency could be the competitive advantage of Starbucks, which can make it special and achieve long run sustainability in Australian market. In light of this finding, Starbucks Australia should devote more efforts to human resources management. More specifically, a series of human resource practice could be designed and implemented to strategically improve employees’ competency and working attitude. For example, staff training could help them be more competent to perform all tasks involved up to standards and with high consistency and staff motivation could boost morale and let them know what is expected of them in a quite specific way. Both staff training and motivation could increase employees’ satisfaction to the extent that they are willing to exert effort to perform the service well and taking initiative to improve the service quality. It is supported by a study that a 5 percent increase in staff satisfaction can result in 1. 3 percent increase in customer satisfaction (Kleinman 2007). By improving the service performance of each staff, which is as Kleinman (2007) defined ‘employee-centered outcome’, Starbucks could achieve higher customer satisfaction, which is ‘organization-centered outcome’, and as the customer satisfaction accumulated and boosted, Starbucks would successfully deliver its positioning as ‘best coffee with premium service’ to the Australian market. And the company’s competitive advantage lies in its human resource management which includes a combination of human resource practice to increase employees’ competency and willingness to render consistent quality service to customers. Compared with the strategies which focus on price, menu and store environment, strategies on HRM would be less susceptible to imitation, since it is intangible and tacit and it is hard for competitors to know the exact HRM practices which could be replicated Additionally, the human resource management (HRM) practices should be facilitated with other non-HRM measures. You read "Starbucks Internationalization in Recent Years" in category "Papers" For example, particular resources related to improving the service quality should be prioritized and allocated by the management to enhance the service performance. If Starbucks managed to acquire the quality service and achieve high customer satisfaction and loyalty through its competitive advantage in human resource management, it could have stayed profitable even during tough social economic condition and keep competitors away from its marketing territory. Since 2007, customer’s consuming confidence was dramatically decreased due to the economic recession and they spent money with more discretion as a result of or threatened by unemployment, bankruptcies and degraded credit. The decreased confidence of consuming caused the curbed spending which in turn resulted in pressure on the company’s margins’ (Datamonitor 2010). Such tightening of consumers’ spending has encouraged defection. McDonald’s, for instance, has already made small forays into providing decent coffee, and achieved some successes (Economist 2008). To retain customer, Starbucks need to stress on premium service quality to achieve high customer s atisfaction and further differentiate its products and service from McDonald’s, so that existing customers feel attached to the unique consuming experience in Starbucks and reluctant to defect. Although McDonald’s could offer decent coffee with a reasonable price, the premium consuming experience and series of HRM practice behind the strategy will be the major barriers for McDonald’s. Like most other coffee products, Starbucks’ products contain caffeine, dairy, sugar and other active compounds. It is proved by public research that excessive consumption of these ingredients may lead to variety of health hazardous. The health issues are increasingly calling for public awareness and the public are suggested by doctors and experts to choose foods with discretion and reduce the frequency or quantity of intake. Such trends of food choice will reduce the demand of Starbucks’ beverage and food product (Datamonitor 2010). Noticeably, despite the threats from the health issues against the coffee products, a report by Parker (2005) reveals that the coffee demand in Australia will keep increasing from USD268. 57 million in 2006 to USD307. 13 million in 2011. This can be partly explained by the research (Luciano et al. 2005) that people’s preference to coffee beverage is genetic in Australia, and it is different from their preference to tea which is affected by the environment. It is understandable that although people’s consuming concept is becoming increasingly health-oriented, they still maintain their coffee-drinking habit. In this sense, Starbucks could retain the coffee demand by adding more decaffeinated coffee beverages and other coffee products incorporated with healthy components. The overall increase in coffee market could be seized if Starbucks manage to tune in the market trend by adjusting their coffee product structure. According to the research by Chen and Hu (2010), one of the attributes of the coffee industry is that it is highly competitive and homogenous in terms of services and products, and the availability of alternatives to the customers can be considered as an important attribute in decision making of purchasing. Therefore, Starbucks could offer a wide range of selection of coffee products as well as other beverages like tea and juices. This proposal of strategy could be justified by the finding that Wong (2010) mentions in her report. The culture of hot drinks in Australia has been evolved towards heath, and consumers are becoming mature while choosing the beverage in better taste as well as showing their preference toward premium products in both coffee and tea categories. The estimation by Datamonitor (2010) of the overall growth in the hot drink market in the next five years is 9. 1 percent, which will increase from AUD1350 million in 2008 to AUD1473million in 2013. Noticeably, the emerging tea market will increase by 8. 1 percent, from AUD437million in 2008 to AUD473million in 2013. To optimize the profits, Starbucks could bank upon such trend and launch new products featured in tea category. Tea product can serve its market among the health conscious Australian consumers well in the next few years, due to its healthy and medicinal benefits. There is another marketing feature draws our attention. As discovered in the research by Luciano et al. (2005), women consume more beverages than men and show a lower preference for coffee than men, but higher preference for tea, which implies that the primary driving force for tea consumption is its appeal to women. This feature drives Starbucks to develop more tea products to cater for women’s preference in taste. By adding ingredients in women’s favor and making the beverage attractive in color and design, Starbucks just launched a series of tea products (Starbucks 2010) to attract more female customers. At the same time, Starbucks has creatively combined the tea with coffee (Starbucks 2010) to create a product with specialty, which introduces a different way of enjoying coffee and tea product and also is an effective ay to surprise and delight their customers continuously. To be successful in the competitive Australian market, it is necessary for Starbucks to focus more on the human resource management practices to achieve sustainable and competitive advantages, which make their staff more capable and motivated to perform outstanding services with high consistency, so as to restore brand specialty in the marketplace. It is also important for Starbucks to be alert to all the chan ges in the market, as customers’ consuming habits and preferences in taste are always changing. The product structure, according to the market trends and new marketing strategies, should be adjusted to seize the opportunity facing the company. Just as Cairns put it in the report Starbucks (2008), the company needs to put the specialty to the market and grows with its customers. The winner could even proactively guide the market trends and foster the new consuming needs of customer to boost profitability. This requires the market player to be consistent in quality service performance but active and creative in marketing changes. How to cite Starbucks Internationalization in Recent Years, Papers

Friday, December 6, 2019

Leadership in Business Fast Track Couriers

Question: Discuss about theLeadership in Businessfor Fast Track Couriers. Answer: Introduction Fast Track Couriers has been operating in New South Wales for the past fifteen years. The company delivers goods in medium and large packages all over Sydney. The company has goodwill in the market because the customers can rely on the product as it values the customers (Gruber, Kihm and Lenz 2014). Background of the Business Sydney had a competitive market with respect to the delivery system when Fast Track entered in the market fifteen years back. The reputation of the company came after three years of its inception, which has shown a positive reflection in the growth and profit margin of the company (Ulmer, Brinkmann and Mattfield 2015). Business Products and Services The company offers international service, which transports the goods and products from Australia to other countries and vice versa. It also has the overnight service, which helps the customers to deliver their goods and products to their destination over a single night (Switala 2013). Change Goals and Strategic Goals of Firms: Strategic Goals Related change Goals Expanding the business in metropolitan cities GPS implementation will enable the firm in becoming more fast and effective in its delivery process. Delivering small and medium packages and enhancing the share of market by 7.5% Market enhancement share would enable the firm being more technologically improved developing it in a way where it grows more. Improving on the properly integrated loom in the direction of distribution management using technology GPS would help in incorporating the management with the staffs of distribution and employers who would able to monitor and track the trucks. Maintaining very consistent and aggravated workforce The company comprises of trucks through mechanical gate scheme that would make them think the firm cares for the hard efforts they put in. Possible Benefits of Change: -GPS implementation would enable the firm in tracking its staffs all the time and maintain them in proper manner. -The implementation strategy of new eight trucks would bring in additional competence for the firm, enhancing process of delivery. -Implementation of one-person one truck system would enable other staffs to experience free as the system gate would be automated. -Drivers might feel comfortable, as they would not be engaged in loading and unloading the parcels in manual systems through gate automation. -Employees might be feeling extra happy and motivated. Assessing Benefits Against Cost Plus Risks: Change Cost Risk Benefit GPS system implementation -Management interference might be felt by managers while delivering consignments -Non-acceptance of changes by staffs -The firms advancement in technology -The firm go on to become extra capable Bringing in fresh trucks The need of new trucks would require incurring a cost of around 6000000 The Fast Track courier company would be able to complete around deliveries of 20% in all the local locations -Enhancement of delivery capacity -Better market reach Change of one driver per truck -New recruitments to be paid wages and salaries -Gate automation requires extra cost for implementation of technology -The change might not be totally accepted by the drivers -The decision might leave the drivers unhappy -The requirement needs to be diminished of hiring external truckers -The probability of lifting injury is minimal Risk Analysis of Change Requirements: Change Risk Barrier Implementation of GPS -Old employees have problems in accepting technological changes. -The staffs might once more reject the change as previously done. Gate automation -Drivers might have that feeling that they are being underestimated -Incurring huge cost The change implementation might become difficult for the expert One driver per truck -An extra driver might become burden for company -The firm might lose on to some staffs New drivers will be needed and new trucks. Change Management Plan: -Brainstorming probable solutions: The firm would do well to analyze and assess the possible solutions to all the problems. As per the Fast track firm, they have originated two chief solutions that are pampering of the GPS system and automation of gate for attracting the firms efficiency along with the drivers. -The real change speed would be decided upon in the segment and resolution about ways through which implementation can be brought in. Managers need to be patient and slow in ringing the changes. The staff members cannot be confused about the change. -The management must reflect upon the ways of change affecting various staffs with all the levels of management having different views about the change-taking place. -The firm needs to classify obstacles in cases of non-acceptance of changes by the staffs, need for penny and new employee recruitment acquiring vast cost related to the firm. Business Operations The company can increase the productivity and the performance if they take the competitors on a serious note. The use of new and advanced technologies by the competitors helps them in convincing the customers and the employees that it will be beneficial for both. Thus, Fast Track Couriers will be at a loss with respect to the customers and the market share in the country. The productivity of the firm needs to be increased by making the employees undertake training and development programs by hiring an expert so that the interests of the employees can be increased in an efficient way (Aziz and Hikmat 2015). The General Manager of the company needs to look after the changes that will be made in the organization so that the profits can be increased by efficient communication network between the HR manager and the stakeholders (Wang, Dessouky and Ordonez 2015). The company needs to set targets for the employees that will motivate the employees in achieving it. When the employees will reach the target they will be rewarded in kind, which will act as a driving force in motivating all the employees to achieve the target. If the employees achieve more than their targets they will be given vouchers of a certain amount, which they can encash and buy any products or services of their choice (Ingaldi 2013). The capital requirement will be that the company is planning to buy extra trucks to meet the demands of the customers in Sydney. This will make the company to incur $60,000 for each truck. This will help in increasing the services of the firm and have more profits for the company. Management and Organizational Structure The family owns the company and three members of the family are part of the Management Board who are responsible for all the decisions of the company and the welfare of the organization. Apart from that, the Logistics Manager will be responsible for allotting the schedules to the twenty truck drivers that the company currently has in operation. The company also has five employees that support the office tasks with respect to administration, accounting, human resources and the sales of the organization (Lovelock and Patterson 2015). Figure 1: Organization Structure (Source: Fast Track Couriers Case Study) Proposal The company in its business so far allows two drivers per truck so that loading and unloading of the goods can take place easily. It is proposed that they would be installing automated gates in the truck so that one driver can do the duty alone, which will cost around $10,000. This will allow the company to buy ten new trucks in the process, which will cost around $60,000 per truck (Aziz and Hikmat 2015). Financial Background The financial position of the company is very good as it is seen that the current sales of the company is around $17 million and the current net profit is around $1.9 million. This has led to repaying of their loans that they had in the market, which was estimated to be around more than $200,000 per year. The operating cost of the company is calculated to be around more than $2.2 million and includes the administrative cost that is $100,000 as well (Switala 2013). It is forecasted that the company will make an average of 10 percent of more profit when it opens a branch in New South Wales. Risk Analysis The risk factor of the organization is minimal as the owners tread the paths carefully. The employees of the company will be recruited through proper interviews and will be trained for 2 weeks to understand the work that is done in the organization before joining the other employees on the floor. The company will keep close bond with their clients and foresee it as its strengths and core values for expanding their business (Karcz and Slusarczyk 2016). Conclusion After reviewing the company, it can be concluded that the company is in a stable position and can look forward to expand its business in NSW. The employees of the company are looked after in a proper manner so that they can have a balance in their work and life. The company has plans to buy more trucks from the profits that it is making so that they can hire more drivers and help to increase the employment of the region. Communication Strategy The process that will be used to develop this business plan will be to interview the employees and the truck drivers of the company who are presently working in the organization.The stakeholders of the company are its employees, the management board and the customers of the company who trust the organization for their services. The information that will be conveyed is regarding the change in the system with respect to the automatic gates that would be installed in the trucks and the use of GPS in the trucks. Reference List Aziz, R.H.H. and Hikmat, R., 2015. Improving Courier Service Reservation System: Reliability and Performance.Asian Journal of Natural Applied Sciences Vol,4, p.4. Gruber, J., Kihm, A. and Lenz, B., 2014. A new vehicle for urban freight? An ex-ante evaluation of electric cargo bikes in courier services.Research in Transportation Business Management,11, pp.53-62. Ingaldi, M., 2013. The implementation of the Servqual method in the courier services company.The International Journal of Transport Logistics,13, p.1. Karcz, J. and ?lusarczyk, B., 2016. Improvements in the quality of courier delivery.International Journal for Quality Research,10(2). Lovelock, C. and Patterson, P., 2015.Services marketing. Pearson Australia. ?wita?a, M., 2013. Marketing in the activities of logistics service providers-selected direct survey results.Journal of Economics Management,12, pp.97-110. Ulmer, M.W., Brinkmann, J. and Mattfeld, D.C., 2015. Anticipatory planning for courier, express and parcel services. InLogistics Management(pp. 313-324). Springer International Publishing. Wang, C., Dessouky, M. and Ordez, F., 2015. Routing Courier Delivery Services with Urgent Demand.INFOR: Information Systems and Operational Research,53(1), pp.26-39.