Abstract
Being innovative in delivering the service has become basic characteristic of a successful service vendor. In this backdrop, one of the fastest growing industries in logistic sector, Express Delivery Services (EDS) is coming out with innovative approaches to meet the demand of its customers, and trying to be cost efficient as well. For a firm to be more competent in the market by adapting innovative strategies, the role of public policy is expected to be as catalyst. But at times public policy turns out as hindrance to the EDS to be responsive towards customers’ need, and as cause for escalation of cost of delivering service. This paper with descriptive approach, tries to explain various challenges the EDS providers facing under current public policies like tax system, foreign trade, technology, infrastructure, state level regulatory,Indian Post Office Act, 1898 at macro level on one hand and at micro level decisions regarding man power policy, technology adaptation, and distribution design in various organizations on other hand. As part of findings, it is ascertained that there is a need of integrated approach by the federal system of public policy in India. This context is explained with the help of various available literatures and results of in-depth interviews conducted with some of the EDS providers and their customers. This paper will provide implication for further research in the field of service delivery, good governance and public policy by academicians and researchers, and management implication to related companies and public policy makers.
Highlights
In most of the cases service provider have accurate knowledge of customer expectations
Express industry in India offers distribution services of documents, small packages and freight on time definite basis carried by fleets of fully owned or dedicated aircraft, trucks, trains and delivery vans both in domestic and overseas, which is valued at Rs. 10,000 crores and is growing at around 25% annually (Express Industry Council of India)
This paper focuses on the public policy as one of the factors for existence of gap between service specifications and management perception on customers’ expectations on service quality
Summary
In most of the cases service provider have accurate knowledge of customer expectations. There are certain constrains which prevent them delivering the service as per consumer expectations (Parasuraman, Zeithaml, & Berry, 1985). These might be due to rapid changes or stagnation nature of internal environment and/or external environment of business. This leads to the gap between management perception of consumer expectation and the firm’s service quality specifications (Parasuraman, Zeithaml, & Berry, 1985). One among those issues which acts as barrier in providing better quality services is Public Policy. Being able to estimate and understand the pulse of customer expectations, express service providers facing their own challenges in constructing service specifications as per their perceived consumer expectations
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