Border-crossing operations between organisations have expanded significantly as the international economy has become more global. Organisations must not only handle supply activities, but also play a significant role in demand simulation through integration both within the firm and with business partners and customers. Logistics has become more mature and complex as it has taken on an external focus, involving suppliers and customers into business operations, and integrating all supply chain tasks into a whole. Logistics can provide significant competitive advantages and profitability by lowering costs throughout the value chain or by delivering bespoke services. To achieve this purpose, initiatives focusing on customer-oriented measures must be included. Customer service and logistics activities are linked by a network of interdependent activities that help to move information, goods, and money along the value chain. The absence of one activity may indicate that some specific channels are required to support another unit. In general, the purpose of this article is to investigate the impact of corporate strategy, technology, and customer satisfaction on firm performance, thereby filling the gap of good customer service effects on long-term profits. UPS and FedEx are two international delivery companies being investigated to determine the crucial success aspects of express logistics.

United Parcel Service; UPS; Federal Express; FedEx; case study; express logistics