Table 2 Technical measures in the empirical work

1. Overall information system

Implementing the system for information sharing

2. Paperless and simple procedure

Easiness and convenience to handle customer paperwork

3. Quality manual and certificate

Clear procedure to define corporate goal and job details

4. Customer clearance

Efficient custom clearance procedure

5. Service point and network

Office or service centre overseas and service route

6. Customer relationship management

Work closely with customer to build relationship and commitment

7. IT implementation

Applying new technology to improve efficiency of cargo operation

8. Human resource management

Train potential employees for their valuable contribution in the future

9. Strong intermodal ability

Ability to provide efficient mode combination to complete delivery

10. Marketing strategy

Clear marketing goal to both VIP or general customer

11. Free consulting service

Free market and supply chain information consulting

12. Green shipping policy

Environmental friendly transport and low CO2 emission commitment