However, service processes are usually slow processes which are prone to poor quality, and service quality has the inherent characteristic of heterogeneity. 然而，服務流程通常因作業速度緩慢而造成服務品質不佳，另一方面服務品質本身也具有變異性的特質。
But this paper is rather unconventional and attempts to dig out the actual problems and stumbling blocks that hamper the process of delivering services to customers. 本文別出心裁地嘗試發掘出對顧客之宅配服務流程中有所妨礙的實務疑難問題及絆腳石。
