Kannan, Vanumamalai; Bose, S.K.; Kannan, N.G. - In: Benchmarking: An International Journal 19 (2012) 6, pp. 709-729
Purpose – The purpose of this paper is to assist ocean container carriers in their service quality improvement strategies to ensure breakthrough performance in India. Design/methodology/approach – A total of seven container carriers have been involved in this study. To explore the list of...