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Chapter 15’s Case Study entitled, “UPS and FedEx turn focus to consumer behaviou

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Chapter 15’s Case Study entitled, “UPS and FedEx turn focus to consumer behaviour” analyzing how service and customer centric experiences drive value.  After reading the case study answer the following questions in a 2-3 page reflection paper:
1 What issues are UPS and FedEx facing here?
2 How do UPS and FedEx contribute to their clients achieving a competitive advantage?
3 What are the drivers for collaboration in the examples given?
Reflection papers should be in APA format, Times New Roman, double spaced, in 12PT FONT.  A title page and the reference page are required but do not count towards the 2-3 page minimum.  

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