Based on Chapter 5, road transport can be split into two categories – primary and secondary transport. Using the case, describe how these two categories of road transport are illustrated.

Primary road transport – The replenishment stocks that are shipped by a factory in Asia are picked up by bigger trucks and are delivered to the warehouse. Secondary road transport – Small trucks and vans pick up from the distribution center the packages that will be delivered to the customers. Any will do: *Delivering core promise – assuring the customers that the merchandise are in-stock and that there is rapid delivery (OTIF) **Meeting and exceeding customer expectations – The seamless check-out, fast delivery, and rapid response to customers exceeded the expectation of customers. ***Service recovery – Amazon tried to capture the “lost” market share (or customers). They invested in improved customer service and technology for improved customer experience, in a hope to gain back these customers.