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Benchmarking Customer Service Practices Of Air Cargo Carriers: A Case Study Approach, Patrick D. Lozon, Michael B. Mcdaniel
Benchmarking Customer Service Practices Of Air Cargo Carriers: A Case Study Approach, Patrick D. Lozon, Michael B. Mcdaniel
Theses and Dissertations
This study used the benchmarking process incorporated in a case study approach to determine what the Air Force could learn from the commercial air cargo carriers in regard to customer service practices. The air cargo industry leaders were determined through a previous study to be United Parcel Service, Federal Express, Emery Air Freight, Airborne Freight, DHL Airways, and Burlington Air Express. In addition, the 437th Aerial Port Squadron APS at Charleston AFB South Carolina was the Air Force representative in the benchmarking study. Interviews with air cargo managers were conducted at each carrier’s main hub and at Charleston AFB. The …