A franchising of retail operations : the case of the United States Postal Service building a retail network for the 21st century

Abstract

This thesis is about the effects of changing customer preferences on the United States Postal Service's retail network and offers a process for wider adoption of its current retail partnership program. The Contract Postal Unit (CPU) program represents 10 percent of the Postal Service's current outlets. This is a form of franchising. This thesis reviews franchising theory and highlights key research in the area to develop a business framework. Since many of the foreign posts have also been experimenting with operations similar to the CPU program, the franchising programs of four European posts are reviewed. I conclude by offering an approach that the Postal Service may use to look at how and when its customers use its products and services at their retail outlets and provide several recommendations that the Postal Service might consider if and when the Contract Postal Unit program is expanded.