Dienstleistungsmarketing im Aufbruch : Das Umdenken in der KEP-Branche am Beispiel von United Parcel Service

Since the emergence of the first private courier, express and parcel services 20 years ago, there have been noticable changes in the German CEP market with regard to market structure and services offered. The change from sellers'market to buyers'market has increased competitivness and forces single suppliers to stand out from other applicants by a special offer of additional services. The aim of achieving a lasting customer commitment requires exact knowledge of customer requirements, to be able to direct the service offered accordingly. United Parcel Service has customer surveys conducted for that purpose and lays particular emphasis on high-tech aspects in the additional services.