The Case Study of The Delivery Employees of Pizza Parlors That Has Salary Deduction If The Delivery Is Late.

Jesus Is Lord Colleges Foundation, Inc.
101 Bunlo, Bocaue, Bulacan

Senior High School Department
The Case Study of the Delivery Employees of Pizza Parlors that has Salary Deduction if
the Delivery is Late.
A Research Presented
to the Faculty of Senior High School Department
In Partial Fulfillment of the Requirements for

the Academic Track Accountancy and Business
Management (ABM)
Catap, Monica Pauline

Dela Rosa, Eunice Joy
Eduarte, Jester Brixs
Forlales, Shaina Joyce
Lagtapon, Michaela Ross
Manalo, Shearlene
Salazar, Vianca Marie
Santos, Arianne Joy
11- ABM A
February 2018
CERTIFICATION
This research entitled “The Case Study of the Delivery Employees of Pizza Parlors
that has Salary Deduction if the Delivery is Late” prepared by Michaela Ross
Lagtapon, Shaina Joyce Forlales, Jester Eduarte, Monica Pauline Catap, Eunice Joy Dela
Rosa, Shearlene Manalo, Vianca Salazar, Arianne Joy Santos in partial fulfillment of the
requirements for the Academic Track Accountancy, Business and Management has
been evaluated and recommended for ORAL EXAMINATION.
MS. JATHNIEL CASIMPOY

Research Adviser
1
Approval Sheet
In partial fulfillment of the requirements for the Academic Track Accountancy, Business
and Management (ABM), this research paper entitled “The Case Study of the Delivery
Employees of Pizza Parlors that has Salary Deduction if the Delivery is Late” has
been prepared and submitted by Carmela N. Marcelo who is hereby recommended for
oral examination.

Adviser
February 2018
Approved in partial fulfillment of the requirements for the Academic Track
Accountancy, Business and Management (ABM) by the Panel of Examiners.
MS. AIRA MARCELO

Panelist
MS. NICOLE ANJEANETTE MARTINEZ MR. JOHN MARK CARREON
Panelist Panelist
Accepted and approved in partial fulfillment of the requirement for the Academic Track
Accountancy, Business and Management (ABM)
ROSALINDA C. RODRIGUEZ
Principal, High School Department
2
ABSTRACT
The students, delivery employees, future applicants and other companies/

businesses would benefit from this study. The methodology used is qualitative as
the researchers believe that it would effectively explain the study in a thorough
detailed manner. The respondents of the study would be the delivery employees
themselves. Based on the summary of the findings, effective job trainings are not
provided to every delivery employee. The only guarantee of the management
regarding their safety is that they had set a standard speed of 40-60 kph. The
researchers have concluded that the company has no actual guarantee regarding
the safety of their delivery employees for they are not insured. The delivery
employees also not only risk their lives but there would be instances that the
payment of the customers would be either charge to them or the employees
working inside the branch.
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ACKNOWLEDGEMENT
The researchers would like to express their sincere gratitude to the following people who
provided help and inspiration for the completion of this research undertaking:
The Lord who had provided strength, wisdom and knowledge throughout the process of
the research.
The family of the researchers who provided financial support and consideration.
Maam Jathniel Casimpoy, efforts and advices throughout the time when we are conducting
this research are very much appreciated.
Mrs. Rosalinda Rodriguez, Principal of Senior High School Department, we acknowledge

her open arms attitude to help us students to finish our research.
Mr Kevin Moralde, Mr. Harry Marquez, Mr. Regienald Bernardo, Mr. Jack Sumadra, Mr.
Junewilros Santos, the respondents of our research, sacrificing their time and effort to
answers all of our questions which are very helpful and greatly appreciated from the
bottom of our hearts.
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TABLE OF CONTENTS
Page
List of Tables …………………………………………………………………………………………………..
List of Figures …………………………………………………………………………………………………12
List of Appendices …………………………………………………………………………………………..42
Chapter 1. The problem and Its Background
Introduction …………………………………………………………………………………………...7
Significance of the Study …………………………………………………………………………10
Theoretical/Conceptual Framework ……………………………………………………….11
Statement of the Problem ……………………………………………………………………….12
Hypothesis …………………………………………………………………………………………….13
Definition of Terms ………………………………………………………………………………..13
Scope and Delimitation of the Study ……………………………………………………….14
Chapter 2. Review of Related Literature
Customer Satisfaction ……………………………………………………………………………16
Employee’s Safety ………………………………………………………………………………….18
Service Quality ………………………………………………………………………………………19
Sales Promotion …………………………………………………………………………………….20
Job Safety ………………………………………………………………………………………………21
Culture ………………………………………………………………………………………………….23
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Chapter 3. Methodology of the Study
Methods and Techniques Used ……………………………………………………………..26
Respondents of the Study …………………………………………………………………….26
Instruments of the Study………………………………………………………………………27
Data Gathering Procedure ……………………………………………………………………27
Data Processing …………………………………………………………………………………..28
Chapter 4. Presentation, Analysis, and Interpretation of Data
Demographic……………………………………………………………………………………….29
Possible risks………………………………………………………………………………………30
Consequences for the employees………………………………………………………….30
Common response of customers…………………………………………………………..31
How the delivery employees deal with the risks……………………………………33
Company’s safety guarantee.………………………………………………………………..34
Chapter 5. Conclusion and Recommendations
Summary of Findings………………………………………………………………………….36
Conclusions ……………………………………………………………………………………….37
Recommendations……………………………………………………………………………...37
References ……………………………………………………………………………………………………39
Appendices …………………………………………………………………………………………………..42
Curriculum Vitae ………………………………………………………………………………………….72
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Chapter 1
The Problem and Its Background
Introduction
Fast food is usually referred to hamburgers, pizza, or fries, or the kind of food that
can be prepared and served quickly at low price. Since 1950s, fast food was penetrating
the food market and becoming more and more popular. It is common to see a long line in
a drive-through way outside of a fast food restaurant or a bunch of crowded clients
waiting to order in front of fast food outlets. Even though nearly every customer knows
the harm fast food brings to their health, we still can see every day in fast food restaurants
customers come and order in an endless stream (Docplayer.net, 2019). Social Media has
revolutionized the way consumers exchange information. It has affected consumer
behavior from the moment they acquire information to their post purchase decision.
Consumers can immediately post their reviews or opinions about a product or brand and
let others know whether they are satisfied or not (Mangold & Faulds, 2009).
According to Neti (2011), Social Media is a new media channel for marketers to
advertise their products and services. Recently, the pizza industry suddenly arise because
of the great impact of social media to all the netizens. Company-generated content in
social media indeed increases sales and customer profitability. However, that same study
also finds that digital efforts works synergistically with other marketing capabilities—
particularly in terms of e-mail marketing. As a result, marketers who are prone to focus
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on one advertising medium at a time should restructure their strategy for a more holistic
marketing approach (Journal of Marketing, 2018).
Bakotic & Babic (2013) found that for the workers who work under difficult
working conditions, working condition is an important factor for job satisfaction, so
workers under difficult working conditions are dissatisfied through this factor. To
improve satisfaction of employees working under difficult working conditions, it is
necessary for the management to improve the working conditions. This will make them
equally satisfied with those who work under normal working condition and in return
overall performance will increase. A study in telecom sector by Tariq et al (2013) revealed
that there are different variables like workload, salary, stress at work place and conflicts
with family due to job leads an employee towards dissatisfaction that further results in
turnover. At final stage these independent factors impacts negatively on organizational
performance which is negatively influenced by these factors. Chandrasekar (2011) argue
that an organization needs to pay attention to create a work environment that enhances
the ability of employees to become more productive in order to increase profits for
organization. He also argued that human to human interactions and relations are playing
more dominant role in the overall job satisfaction rather than money whereas
management skills, time and energy, all are needed for improving the overall performance
of the organization in current era. The job description and the role which the employee is
supposed to perform should be in uniformity with the tasks allocated by the manager. Not
only this, the processes of performing the tasks should also be well defined. The process
management should be proper and any requirements of the job should be properly
communicated to the employees (Taiwo, 2010).
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When managers believe their company may be close to missing earnings
benchmarks, they may increase employees’ workloads by pressuring them to work faster
or for longer hours. In addition, employees may compromise their own safety by
overexerting themselves or ignoring safety protocols that slow workflows. All of these
behaviors can undermine worker safety (Kasky&Ozel, 2017). Riders – who are taken on
as contractors, not employees – said they received little or no training and their inherently
dangerous job was often made worse by the pressure to work in poor weather conditions,
when demand for deliveries is highest (Kloogers, 2010).
According to Nielsen, Filipino consumers are most likely attracted to buy products
with free gifts. In addition, this study conducted to know if company owners are aware of
the risky environment of their delivery employees. The occupational safety and health
(OSH), is one of the key functions which mainly considers the physical, mental, and social
wellbeing of workers (Siegrist, 1996). OSH means all the activities involved in protecting
and promoting physical and mental health of the employees in order to enable them to
perform job s efficiently and effectively (Opatha, 2012). The field of Occupational Health
and Safety legislation is very dynamic at this point in time. The Department of Labour is
currently busy with the revision of a number of the existing regulations as well as
preparing new regulations for specific aspects. At a presentation done by the Chief
Inspector at the A-OHSExpo on the 1st of June 2017, he indicated that the new OHS Bill is
almost at the point where it can be circulated for comment and although a similar message
was circulated earlier, it should happen sooner rather than later. Most of the regulations
will also be revised, some of which are already in an advanced stage in the revision
process. The new Ergonomics Regulations has been published for comments and the
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inputs will soon be workshopped and included in the final version to be published. Other
Regulations up for review include the Asbestos Regulations, the General Safety and
General Administrative Regulations, amongst others. More details will be released as and
when the various processes reach a stage where more concrete information is available
(Blanding, 2016).
The research study attains to know if the pizza delivery employees are aware of
the possible risks that they may encounter while on the process of delivering just to meet
the required time and to help every employee even the customers to become aware of the
fatalities that awaits for delivery employees and also the company who concerns about
the customer’s satisfaction. Since both of them have benefits with each other still the
company needs to consider the safety of their employees when promoting to reduce the
probability of the encountering injuries or accident in the near future.
Significance of the Study
The result of the study has significant contributions to the following individuals.
Students. For a reason that they should be aware of some factors that they
should know, online ordering for instance continues to be a necessity in customer
ordering.
Future Applicants. This also could benefit them so that they are knowledgable
about the background information of the job position they are applying for.
Delivery Employees. This study is also an eye-opener to the workers for them to
be aware of the risk they are taking even when they are just simply doing their duty.
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Companies/Other Businesses. To encourage other businesses to not practice
this kind of promotion strategy that can be a harm to the safety and health of their
employees.
Theoretical Framework
Theory of Job Safety
Job safety includes a relationship between people and work, materials, equipment,
machinery, environment and economic considerations just like productivity. Generally
speaking, the work should be helpful and not harmful. For economic reasons, the more
the productivity is good, the more that they will achieved what they want. The job safety
should be plan first before going to the phases of production. Systematically, the require
task for the job safety is it must asserted before the workers will work and so on it must
be implemented until the work is over. The responsibility of supervision towards
maintaining the health and safety of the employees should be considered during planning.
In the manufacturing process, the people and objectives should be connected “people-
machine-environment system”. This includes not only the technical tool of work,
machines and materials but all surroundings (Skiba, 2011).
This theory states that before implementing an action, the employee or worker’s
safety must be prioritized. It also states that the purpose of supervision is to maintain the
health and safety of each employee. Before conducting the duty of the employees, the
management must already prepare the safety hazards to prevent them for further injuries
or accident that may cause lawsuits against the company.
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Conceptual Framework
This conceptual framework explains the independent variable which is the
implementation of the salary being deducted if the delivery is late since after the release
of this particular policy, the number of pizza parlors’ consumers has emerge and that has
a huge effect on the dependent variable, the possible risks of the pizza parlor’s delivery
employees as they are required to deliver the ordered food to the right destination which
must remain in great quality and that may be a reason for them to be prone to risks such
as accidents. `
IV DV
The salary deduction if the Risks of the Pizza Delivery

delivery is late Employees
Figure 1. Conceptual Model of the study
Statement of the Problem
1. What are the possible risks that the employees may encounter upon delivering
the food to customer’s location?
2. What are the consequences that the employees may receive if the delivery didn’t
come on time?
3. What is the common response of the customer on the employees if they didn’t
achieve to deliver the food on the suggested time?
4. How do the delivery employees deal with the risk whilst delivering?
5. What is the guarantee of the company on the safety of the delivery employees?
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Hypothesis of the Study
1. There are a lot of instances that they could probably be in an accident while on
the road especially if the weather is rainy. There is also a possibility that the
customer would complain that the food was not in great condition since it was
rushed to meet the required time restriction.
2. The employees may experience being suspended at their work, maybe 2 to 3 days
suspension, a deduction to their salary and they may also face a complaint from the
customer that may reach the management of the business if orders were rushed
and didn’t come on the time it was supposed to be delivered.
3. Customers may have negative feedback on the delivery employee. That may result
in a heated exchange of words in both the employee and customer. They may also
insult the employee in different aspects that may hurt the employee physically and
mentally.
4. The delivery employees may have received training for them to be more focused
and to avoid accidents.
5. The company may include insurance on their employee’s contract so that when
they encounter an accident that causes them to have injuries, the company may
cover their hospital bills or treatment.
Definition of Terms
For better understanding of the study, the following terms are defined:
Job category a tool for organizing jobs into a clearly defined set of groups according to
the tasks and duties undertaken in the job.
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Protocols the official procedure or system of rules governing affairs of state or diplomatic
occasions.
Strategy an action that is required to take to achieve success.
Consequences a result or effect of an action or condition.
Pay Compensations an amount of money that is paid to someone because they have been
hurt, or because something has been lost or damaged.
Dominant Role commanding, controlling, or prevailing over all others.
Effective is producing a result that is wanted.
Efficient is capable of producing desired results without wasting materials, time, or
energy.
Scope and Delimitation
The study is descriptive to focus on delivery employees in order for them to be
significant in ways of their service. The primary purpose of this study is to those delivery
employee's of pizza parlors’ only. The other employees handled by pizza parlors’
management and also any other establishments or fast-food company are not included in
the study. The questions will only answer the experiences and possible risks of the
delivery employees would be presented. From their answers, the researches will be able
to determine such factors, proof and statements that were given by the interviewees
would be the fulfillment of the study. The primary data gathering method used is
interviewing to determine the delivery employee’s perspectives of pizza parlors’ policy
that has salary deduction if the order is late based on their experiences and through their
14
interactions with many locally here in the Philippines. The gathered information will be
analyzed using the help of some researches. The research information was based on the
experiences of delivery and interaction with customers. Everyday experiences of delivery
employees are that they managed their time wisely especially in rushed hours that would
specifically put their lives in danger just to deliver the pizza in the required time. They
perform well even in the outside of their field in order to maintain the satisfaction of the
customer. The study will be conducted in pizza parlors that are located in SM Marilao.
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Chapter 2
Review of Relevant Literature

In essence, the researchers evaluate the relevant literature of the research. As you
can see, a core characteristic of literature reviews - and a point of difference from these
other genres - is the synthesis of multiple sources start off with. Customer satisfaction is
the way we develop this kind of idea in order to maintain the customers’ satisfaction by
means of providing the goods that we know that the customers will benefit to it. In
employee safety is the main priority, employee safety was always been the good choice
for everyone because without employee safety a company won’t work on its goal if the
owner didn’t manage to care for his / her employees. Service Quality elaborates as a
contemporary conceptualization, is a comparison of perceived expectations because a
business with high service quality will meet or exceed customer expectations whilst
remaining economically competitive. Sales Promotion and Culture both affect the buying
behaviors of the consumers.
Customer’s Satisfaction
In today’s market-oriented business environment, it can be said arguably that the
question how to satisfy customers becomes the ultimate concern of most of the
companies in any kind of business (Ngo, 2015). In a restaurant business, food is a core
product and it plays a crucial role (Liu and Jang, 2009). Measuring customer satisfaction
offers one way to do this. Customer satisfaction research has emerged from the fields of
healthcare and business over the last 30 years (Noble, 2010). It has included measurement
and investigation of perceived performance, customer expectations, service quality,
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delivery, and the gaps and relationships between these concepts. The significance of
customer satisfaction cannot be dismissing while happy customers are like free
advertising. It is necessary to put the customer at the centre of the business according to
its strategies, events and processes. In fact, it is easier and more profitable to sell to
presented customers than to find new ones. Organizations are ever more setting
themselves strategies to determine and make sure customer retention, and charging their
employees to be more customer-focused and service-oriented (Mohsan et al., 2011).
Customer satisfaction has been found to be related with the provision of useful
information and advice that supports progression, particularly where this introduced
ideas that the individual had not thought of themself (BIS, 2012). Customer Satisfaction
depend a lot on Organization Stand- ards (OS) of the company where they are applied.
Latest might work as a great benefit to improve the profit and customer loyalty (Ronzina
2010). If customer satisfaction is predetermined by product quality and if, at the same
time, this level of satisfaction affects product quality, a certain factor affects quality and
vice versa. Consequently, technical and moral quality affect customer satisfaction, while
the manufacturer can determine the level of customer satisfaction and respond via
product innovations to ensure even greater customer satisfaction. By doing so, the
manufacturer improves product quality and the circle is complete. (Suchá nek; Richter;
Krá lová , 2017). Satisfied customers usually rebound and buy more. Besides buying more
they also work as a network to reach other potential customers by sharing experiences
(Hague & Hague, 2016). Consider the extreme competitive market of airline companies
for example. Here, it is not only satisfaction, but ultimate satisfaction which enhances
loyalty and long-term relationships. Reversely, unhappy customers can also express their
17
feelings. Such negative responses may affect on company’s interest (Hoffman and Bitsen,
2010). Satisfaction is a quick response to consumption. However service quality is
considered as the general effect of the customer judgment on the services (Culiberg,
2010).
Employee’s Safety
Nowadays, work place safety is considered by World Health Organization (WHO) a
priority setting for health promotion in the 21st; century (WHO, 2010). Research has
shown that safety climate (traditionally defined as workers’ shared perceptions of their
organization’s policies, procedures, and practices as it relates to the value and importance
of safety within the organization (Zohar, 2011) predicts safety behavior and safety
outcomes (such as accidents and injuries) in a variety of settings (Beus et al., 2010,
Christian et al., 2009). Many companies describe safety as their top priority but that does
not necessarily mean that safety is a (core) value? Values provide guidance for people on
what is good or desirable and what is not. This means that values are more stable and can
expected to have a more sustainable impact on safety than safety as ‘just a priority’
(Aaltonen et al, U.D). According to (safetyworksmaine.gov, 2013) As an employer, it is
your responsibility to maintain a safe and healthy workplace. A safety and health
management system, or safety program, can help you focus your efforts at improving your
work environment. Whatever you call it, your plan describes what the people in your
organization do to prevent injuries and illnesses at your workplace. It is assumed that an
organization’s employees safety culture have a direct relationship with employees’
productivity in view of the fact that assigned tasks can only be safely accomplished when
18
the work environment is safe and conducive for the execution of the assigned duties, be it
construction, manufacturing or servicing, thus, any phenomenon that affects human
production capacity will invariably affect organizational productivity hence improving
workers wellbeing offers a company the opportunity of enhancing its performance. Work
safety requires that safe working conditions should not create significant risk of people
being rendered unfit to perform their work. Health and safety at work is therefore aimed
at creating conditions, capabilities, and habits that enable the worker and his/her
organization to carry out their work efficiently and in a way that avoids events which
could cause them harm (Garcia-Herrero et al., 2012).
Service Quality
Service quality has widely been discussed since 20th century and its idea is still
relevant to help today organizations in creating differentiation and gaining competitive
advantage in an era of borderless world and globalization [Ali et al. 2016, Fotaki 2015,
(Karatepe, 2016). The quality of service can bring customer intention to use the service
again. These will bring the loyalty of the customer to the business. Service quality came as
a superior quality to customer and brings the customer loyalty and there are strong
relationships between service quality and customer loyalty [Kuo, Wu & Deng 2009). The
good quality of service will convincingly client to repeat the demand of service. It show
customer behavioural towards service provider. The quality of service that fulfills
customer expectation will gain the customer loyalty. This intention will make customers'
favorable inclination a service relative to other firms offering the same service (Kaura,
2015). Oh and Yoon (2011) also found that job satisfaction of employees in the service
19
sector has a significant influence on the quality of service and concluded that job
satisfaction also affects customer satisfaction. Organization may benefit maintenance
"spontaneously In " or to develop and implement certain requirements to customer
service. organization where the service is in accordance with the standards, there will be
a certain manner of service, the specific approach to the client, specific rules and manner
of behavior in different situations - concept of behavior in relation to the understanding
client. (Ronzina 2010). Service quality is an outcome of the difference between service
expectations and customer perceptions of actual service performance (Naik, Gantasala, &
Prabhakar, 2010). Izogo and Ogba (2015) argued that service quality leads to enhanced
customer satisfaction and loyalty.
Sales Promotion
Modern marketing is more than just producing good products, suitable pricing and
easy access to them. Today, attracting new customers has become so important in modern
retailing in addition to being loyal to them and efforts have been paying in that perspective
as known, the cost of keeping consumers present is less than the cost of gaining new
customers. Promotion refers to the motivational methods of getting the consumer to
purchase the product. Promotion is referred to as any communication. used to inform,
persuade, and/or remind people about an organization’s or individual’s goods, Services,
image, ideas, community involvement, or impact on society (Familmaleki, 2015). Sales
promotion generally works on a direct behavioral basis rather than affecting awareness
or attitude. One of the purposes of a sales promotion is to elicit a direct impact on the
purchase behavior of the firm’s consumers. It is continuously said that most types of sales
promotions affect the decision-making and purchasing stages of the buying process
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directly that is affective in the long-run since it leads to increased sales and profit (Shultz,
et al., N.D). Taking this into account, it is worthwhile for every marketer to review such an
important tool as sales promotion. Although varied within different groups and targeted
markets, sales promotion is proved to be an effective tool in increasing sales, in addition
to the relative case of measuring effectiveness (Ordunami and Ogunsji, 2011). Growth
stage is meant to persuade the target audience to increase buying. Through promotional
activity, intermediaries are used to make products available to buyers and compete with
rivals. At the maturity stage aggressive advertising campaigns sale promotion in the form
of discount and coupons direct and remind customer or target audience about the
commodity. Low sales and losses occur at the decline stage of the product life cycle. Little
money is spent on promotion. Most marketers do new product development and the
reintroduce the product into the market (Bovee et al. 2013).
Job Safety
Occupational health and safety is the concern of human wellbeing that this day
industrialization and service giving sectors development is accelerating resulting in
workplace health problem booming. Workplace safety and health hazards nowadays
considered as a driving force to ward finding solutions how to prevent it from the
manufacturing industries employee negative consequence. In recent years, the quality,
health, knowledge and safety requirements in many countries have been more stringent
than was the case previously seen. All the employees must be given proper on the job
training, regarding safety measures. They can be trained by their senior employees or
professional trainers but their must be certain regular trainings, which can help the
employees to handle all the equipments safely. Equipment handling should be made a
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regular part of the induction training program of the employees. In order to see that safety
measures are properly implemented organizations should appoint safety officer. Such
safety officers will be helpful in dealing with all the health and safety related matter on a
regular basis. Safety officer will play a dominant role in implementing the health and
safety programs of an organization. Safety committees can also be created, which can
assist the safety officer in performing his duties. Organizations should take proper care
that the accidents must be prevented, as far as possible. All the healthy and safety
measures must be properly documented. If there is lack of proper health and safety
measures then many potential employees can refuse to take up jobs. Therefore, it is very
necessary that organizations should take proper care to implement health and safety
measures (Osha.gov, 2019). According to R.A 11058, the state shall ensure a safe and
healthful workplace for all working people by affording them full protection against all
hazards in their work environment. It shall ensure that the provisions of the Labor Code
of the Philippines, all domestic laws, and internationally-recognized standards on
occupational safety and health are being fully enforced and complied with by the
employers, and it shall provide penalties for any violation thereof. The State shall protect
every worker against injury, sickness or death through safe and healthful working
conditions thereby assuring the conservation of valuable manpower resources and the
prevention of loss or damage to lives and properties consistent with national development
goals, and with the State's commitment to the total development of every worker as a
complete human being (Senate.gov.ph, 2019). The workplace environment plays a crucial
role for the employees. Nowadays employees may have a large number working
alternatives, then the environment in the workplace becomes a critical factor for accepting
22
and/or keeping the jobs. The quality of environment in the workplace may simply
determine the level of employee motivation, subsequent performance and productivity
(Journal of Business, Economics & Finance Vol.1, 2012). The indoor environment has the
biggest effect on productivity in relation to job stress and job dissatisfaction. Sekar (2011)
argues that the relationship between work, the workplace and the tools of work, the
workplacebecomes an integral part of the work itself. The management that dictate how,
exactly, to maximize employee productivity center around two major areas of focus:
personal motivation and the infrastructure of the work environment (Sekar, C.2011).
Culture
It is the cultures who determine what is acceptable with product eat, wear, reside
& travel. According to Ramzan (2011) culture affects what will people buy, when will they
buy and how will they buy. While subculture groups those individuals who have similar
value & behavior patterns within the group but differ from those in other groups.
According to Raska (2011) stated in his study that environment is the factor that can
change the actions of human being. These actions may relate to buying or to general life.
According to Hartman (2017) the culture of a person is born into goes a long way towards
determining the individual's behavior patterns, beliefs and values. Culture is defined as a
shared set of practices or beliefs among a group of people in a particular place and time.
Marketers, analysts and consumers themselves use an awareness of culture to learn how
and why consumers in a particular culture behave the way they do. There are two well-
known concepts according to Wernars (2017) that oppose each other, and are vital to any
discussion on culture, are individualism and collectivism. The individualism, the people
23
are independent, and people put their self-interest above group-interest. Goals are
formulated on a personal level. In collectivism the group, and not the individual, plays a
central role. People are interdependent, and people put their group-interest above self-
interest. According to the research, people from individualist cultures have a preference
for products and services that are associated with being successful and autonomous, as
well as creating personal gain while the people from collectivist cultures have a preference
for products and services that prevent losses or negative outcomes. They just want to live
in harmony, and make sure that their relations and friendships stay intact. They dutiful
and loyally fulfill their social roles. They further argue that given this relationship and the
fact that the world economy is becoming increasingly cross-cultural, an understanding of
how culture influences consumer behaviour by marketers will be crucial, more so that
culture is a powerful force in regulating human behaviour. Booth and Shepherd in
Koutroulou and Tsourgiannis (2011) observed that cultural and economic factors,
consumer’s personality, attitudes, values and emotions affect consumers’ decision making
process regarding food selection. Similarly, Speiers, Gundala and Singh (2014). Khaniwale
(2015), on his part views consumer buying behaviour as involving the study of individuals
and the method they employ to choose, utilize and set out products and services to fulfill
their wants and the effect these methods have on the consumer and society as a whole. It
includes all the thoughts, feelings and actions that an individual has or takes before or
while buying a product, service or idea as well as answers such questions as what, why,
how, when and where an individual makes purchase. He is also of the opinion that since
culture encompasses every aspect of life including the thought, behaviour, practices,
technology, rituals, norms, language, believes, ethics, lifestyle, institution, and art of any
24
group of individuals. Individuals differing in cultural background may have different
views about a particular product or service, though they may have preference for products
or services which suite their culture.
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Chapter 3
Methodology of the Study
Methods and Techniques used
The research is better to be in a qualitative way because in qualitative research it
focuses on seeking in depths understanding of social phenomena within their natural
setting. It also focuses on the why instead of what in relying to the direct experiences of
human beings in their every day lives. The research design method used for this study is
case studies. The definition of case studies related to the research is it aims to give a
detailed description of a study, its definitions, some classifications, and several advantages
and disadvantages, in order to provide a better understanding of the widely used type of
a qualitative research approach (Rebolj, 2018). Case studies were one of the first types of
research to be used in the field of qualitative methodology. This method of case studies is
focused on the meaning of experiences to the subjects themselves and also in a particular
subject.
Respondents of the Study
The researchers have come to a decision to interview five delivery employees of
the pizza parlors’ at SM Marilao only. The delivery employees will be the only group of
people to fully answer the interview questions effectively that may help achieve the
fulfillment of the study. In addition to that they are the one who have the experience. Since
the study's purpose is to bring light and awareness of the risks that are being exposed to
26
the delivery employees. Purposive non-probability sampling technique will be used for
this study considering that the group of people that are being sought in the study are those
who only possess delivery duties. The researchers will interview only those delivery
employees who are present in SM Marilao’s pizza parlors who applies a salary deduction
if the delivery is late.
Instruments of the Study
The researchers will formulate interview guide for the five delivery employees to
be able to conduct the study effectively. The interview guide will help the researchers to
determine the real state of the delivery employees and they’re awareness of the risk they
are taking in order to fulfill their tasks. Researchers would begin conducting data when
the letter of approval from pizza parlors’ management is received and approved. The
study will be conducted at pizza parlors’ branches to meet its delivery employees.
Data Gathering Procedure

1. Researches will formulate their interview questions.
2. The researchers will make a letter of approval to pizza parlors’ management and
the school administration to be able to conduct the study.
3. Researchers will received the letter of approval from pizza parlors’ management
and the school administration has been approved.
4. The researches will begin conducting the interview to five delivery employees
through phone call/facebook chat due to lack the of time of the respondents.
5. Researchers will now analyze the results from the data gathered.
27
6. After analyzing the data, researchers will now interpret to determine the outcome
of the study.
Data Processing
Narrative analysis or narrative inquiry is a qualitative research approach whereby
the researcher analyses the stories people create, engaging in an inquiry of asking a given
question of the narrative 'texts' for a given purpose. This approach can help us to
understand how people are representing themselves, or their experiences, to themselves
and to others (Petrakis, 2017).
The data processing method used is narrative analysis as researchers believe that
it would thoroughly interpret the data gathered in a detailed manner.
28
Chapter 4
Presentation, Analysis, and Interpretation of Data
(Demographic)
“Can you please state your name, age and gender?”
“Kevin Moralde, 27, Male”- Informant 1 “Junewilros Santos, 31, Male”-
Informant 2 “Jack Sumadra, 28, Male”- Informant 3 “Regienald Bernardo, 29, Male”-
Informant 4 “Harry Marquez, 26, Male”- Informant 5
”How many are you in the family?”
“3 lang kami, ako, asawa ko, anak ko”- Informant 1 “5”- Informant 2 “5 lang
po”- Informant 3 “Four”- Informant 4 “6 po”- Informant 5
The respondents already have a family to support.
“How much your salary per month?”
“Mga 6500 lang e, month na yun ah kasi may cut off kami”- Informant 1 “400
per day ang rate naming eh. 10,400 a month”- Informant 2 “Pumapatak po ng 10 po
mahigit”- Informant 3 “Mga kulang 4,000 po kada kinsenas po minsan 3,700 po ganun”-
Informant 4 “16k per month po” – Informant 5
The respondents only received not that big of amount of salary despite their working
conditions within their management.
29
(The insights of the delivery employees on the possible risks they may encounter)
“What are the risks that you will encounter while you’re delivering?”
“Halimbawa, minsan may mga maiinit na ulo sa mga rider, diba yung mga
bumabyahe, halimbawa away trapiko minsan hindi nag-bibigayan kung sino mauuna, tapos
marami eh, semplang ganun”- Informant 1 “Yung makaaksidente ka ng kapwa motorista o
pedestrian o maaksidente kami. Yun talaga ang posible mangyari kapag nasa kalsada
kami”- Informant 2 “Traffic po at yung kalsada po sira minsan po pag umuulan madulas
yung daan”- Informant 3 “Ma'am dito po kasi sa SM kadalasan po kasi traffic dito din po
kami nadadali ng inspections fee kasi po yung mga pipe lane po yung mga ginagawa ditong
kalsada mga nag aano po sila ng truck yung sa tubig po yung sa prime water”- Informant 4
“Yung mabangga masemplang ganun po”- Informant 5
The respondents are concerned about encountering accidents like when there is an
occurrence of a road rage, when the road is slippery or accidentally hit by a pedestrian or
a fellow rider.
(The consequences that the delivery employee may receive if failed to comply.)
“What are the consequences if you didn’t arrive on the required time?”
“Kapag nalate, yun nga magiging free, depende na rin sa magiging distance,
minsan nakikiusap kami kasi minsan depende rin sa reason kung bakit nalate. Pwedeng pag
ka nalate, pwedeng dahil mabagal ka bumyahe, pwedeng nalate dahil mabagal lumabas sa
backhouse”- Informant 1 “Tulad samin sa shakeys may policy kami na if its late its free. No
excuses no sad story. Mag stick kami sa battle cry na yon. Kasunod noon charges sigurado.
30
Pero depende pa rin sa dahilan kung bakit na late ang order ni guest. Kung sino ang may
neglect”- Informant 2 “Sa amin po na chacharge dun sa delivery yung may time po kasi na
binibigay at diskarte naman po ng mga rider before time na sinabi tinatawagan po namin
yung costumer para madaling matunton”- Informant 3 “Yun na late na po free na po sa
kanila”- Informant 4 “Yung if it’s late, it’s free po”- Informant 5
There are chances that the respondents will be charge from their salary.
“If there would be an occurrence that order would be late, where will be the payment be
charge to?”
“Pag-aaralan nila dito sa loob. Pwedeng parti-partihan, pwedeng sa rider
lang”- Informant 1 “If masyado nagtagal yung order ni guest sa production sa kanila
magcha-charge yun at samin kung delivery rider may pagkukulang. May incident report
naman as supporting document. Para majustify kung kanino dapat icharged”- Informant 2
“Depende po kung sa amin po may deperensya sa amin po pero kung sa loob po sa backhouse
sa loob po kasi po dapat po makaalis kami dito sa tamang oras”- Informant 4 “Depende po
maam kung natagalan po sa production o sa rider po”- Informant 5
The respondents have answered that if the order is delayed in the production area
then the payment will be divided equally between the employees inside the branch but if
the order came late because of the delivery employee then it will be deducted to them.
(The common response of the customer on the employees if they didn’t achieve to
deliver the food on the suggested time)
“How would you assist a customer who was displeased with their orders quality?”
31
“Ang ginagawa namen kapag di sila nasiyahan, Maam gusto nyo po papalitan
na lang po natin ng bago para po mas ano, ganun minsan papalitan namin ng bago, bibigay,
magdadala kami ng panibagong product na mas presentable na pizza, halimbawa pizza,
mas presentable para magustuhan nila”- Informant 1 “Ah bago naman kami umalis sa house
ni guest ipe-present naman namin yung product sa kanila and kung tama, kumpleto at kung
nasunod ba namin yung mga special request ni guest and kung may hindi naman sila
nagustuhan welcome naman yung magiging concern suggestion comment even complain
nila. Kapag naman nakabalik na kami ng store may callback kami kay guest kinakamusta
yun product na na-received nila”- Informant 2 “Pwede po naming ibalik tapos gawan ng
paraan yung product na pagkain, depende po kasi yun maam eh”- Informant 3 “Ma'am
kapag nag-cocomplain naman po sila halimbawa po hindi nila gusto may cause sila dun
product pinapaulit naman po”- Informant 4 “Ipapaliwanag po naming kung bakit po nag-
kaganun order po nila” – Informant 5
The respondents will return the product to their branch and will have it replace with
a more presentable product that will come to the customer’s liking .
“What do you do to ensure that all orders are complete and delivered on time?
“Inaassemble namen tapos ineestimate namin yung oras kung ilang oras ilang
minute binabyahe tapos kami mismo yung, rider mismo yung nagaassemble ng product,
para nalalaman namen kung kumpleto ba o hindi chinecheck naming yung nasa resibo”-
Informant 1 “Kami mismong rider hands on sa pag assemble at pag follow up ng order ni
guest para sigurado walang kulang”- Informant 2 “Bago ideliver sa costumer chinicheck po
muna bago umalis kami na po na aadjust sa oras”- Informant 3 “Yung mga receipt po na
32
bibigay po namin tsaka tinatawagan pa po namin kung may request pa po ba sila yun po
ganun po”- Informant 4 “Bago po naming ideliver yung product, ichecheck muna po naming
yung product para wala pong kulang”- Informant 5
The respondents themselves will assemble the ordered product to ensure that they
are complete when delivered to the customers.
(How the delivery employees deal with risks while on-duty)
“As a delivery employee, how would you deal with the risks that you may encounter?”
“Magiingat na lang, ingat, halimbawa alerto, laging matalas ang mata,
halimbawa may liliko, alerto ka nalang at focus na lang sa pagdadrive”- Informant 1 “Siguro
double or triple ingat talaga given na yung fact na prone kami sa panganib kapag nasa
kalsada kami. Pero eto kase yung forte at job description ng pagiging delivery rider. Hindi
naman sa no choice ako o kami. Eto kase talaga ang pinili ko o kami na trabaho kung saan
alam kong mageexcel ako at komportable ako”- Informant 2 “Tinatawagan po namin sila
kapag traffic o ginagawang daan para lagi po silang updated sa mga nangyayare po samin”-
Informant 3 “Yung dapat po nasa tamang coventry din po kung hindi po makuha dun sa
halimbawa po pero nabangga na po talaga ako sa traffic enforcer pag hindi po talaga kami
nag kaareglo sa munisipyo na po talaga”- Informant 4 “Mag-iingat po”- Informant 5
A respondent answered that if he had violated a rule and settlement has not been
agreed on, they will be sent to the municipality. Some said that they would just be careful
and be more alert. A respondent mentioned that they kept the management updated if
there is something wrong or they have encountered traffic.
33
(The company’s guarantee to the employees’ safety)
“What does the company do to guarantee your safety?”
“Yun ang di ko alam. Wala akong idea”- Informant 1“May standard speed
kami sinusunod 40kph. Dapat talaga kapag delivery order prior kaagad ng production”-
Informant 2 “Laging pong chinecheck yung motor namin kung may ilaw ba, kung okay po
yung gulong. Yung manager ko mismo bago kami magdeliver. Chinicheck kung may helmet
at jacket po kami”- Informant 3 “Ma'am nasa sa amin na rin po kasi po dapat may speed
minimum po talaga kami na 40 to 60 lang po talaga yung takbo ng motor namin in case po
na maaksidente kami hindi po talaga grabeng grabe pag ka ganun po nasa sa amin din po
pero sinasabihan naman po kami na magingat ganun po lagi naman po”- Informant 4 “Yung
sa company po diba nga po yung insurance daw po pero wala po sa kontrata”- Informant 5
The respondents said that the manager themselves checks their safety gears and
vehicle to ensure their safety. They are also required to limit their speed between 40-60
kph. A respondent mentioned that they should be insured but it’s not on their contract.
“Are there any trainings to prevent accidents before starting your job?”
“Ako wala naman. Sa akin lang pinakikiramdaman ko lang ang kondisyon
ng katawan ko bago magmaneho. Kung inaantok dahil napuyat. O may sakit o may
nararamdaman. Nagsasabi na ko sa visor ko na hindi ako makaka-duty. Very rare naman
yung mga ganyan event. Lalo na araw-araw ko naman ginagawa. Si management palagi ka
ireremind mag-iingat palage. Kasi alam naman nila bago ka magka-drivers’ license nag
undergo ka ng training sa LTO. Twice a year meron din kami riders’ assembly”- Informant 2
“Opo meron po may ginagawa po munang support bago po maaccept na regular riders po.
34
Hindi naman po lahat (nakakatanggap) depende na lang po kung gusto noong rider talaga”-
Informant 4 “Yung iba po mayroon hindi po lahat nakakatanggap”- Informant 5
Some respondents stated that not all delivery employees receive proper trainings
from their management. A respondent said that he have not received such training despite
that he just became cautious. A respondent mentioned that before being accepted to the
job the management already knew that they drive well since they already have their
driver’s license.
35
Chapter 5
Summary of Findings, Conclusion and Recommendation
Summary of Findings
 The majority of the respondents are concerned about their safety and they fear that
they may affect the well-being of others such as pedestrians and other riders that
may also encounter risks on the road.
 The respondents said that the customer will just request for another food that
would be in a more good condition and great in quality if they are not satisfied with
the product. They also mentioned that there are instances where they would ask
the customer on what they want to achieve for the customer’s comfort.
 Their management has a standard speed of 40-60 kph so that if they will ever be in
an accident it would not be fatal. The management will not provide payment for
their treatment. The managers were only provide verbal safety precaution to the
delivery employees and sometimes will check that safety gears before delivering
the orders. Based from the interviews they said that would just take care of
themselves and be more careful in delivering the food. In addition, some delivery
employees update their management if something goes wrong while they are in
duty.
36
Conclusion
The researchers have concluded that such policy that has salary deduction if the
delivery is late should not be practiced or supported by any other management for them
to express their concern and consideration towards their own employees. Overall, the
research can be a useful tool for potential employees and employers because it is
beneficial for them to be aware that the safety of the employee must be prioritized also.
The delivery employees should also know that there is a law (R.A 11058) which indicates
that their employers should not put their employees into a position where they would risk
their own lives just to meet the company’s compliance or the customer’s satisfaction
pertaining to sales promotion. Instead of implementing such a policy, they should know
that there are other alternative promotions that would help increase their sales without
endangering the lives of their employees.
Recommendation
The researchers encourage the students to not support businesses who have this
kind of policy where the employees have to endanger their lives. When it comes to creating
a business of their own in the future, they would prioritize the well being of their
employees first. The future applicants should also be aware of the danger they may be
putting their lives just to receive the minimum wage amount of salary. The delivery
employees must be aware of what are the risks they may encounter while they are on duty.
The researcher wants to recommend this study for them to rethink about risking their
health and safety. Other companies/ businesses should not practice this kind of policy
wherein the delivery employees would only be doing their duties and be in charge of the
37
payment. This study encourages them to be more concerned about the safety and status
of their employees while on duty and not the customer’s demand or satisfaction.
38
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41
APPENDICES
42
Data Gathering Procedure
The step-by-step procedures followed in conducting this study are

chronologically enumerated
as follow:
1. Researches formulate their interview questions.
2. The researchers will make a letter of approval to pizza parlors’ management and
the school administration to be able to conduct the study.
3. Researchers have received the letter of approval from pizza parlors’ management
and the school administration it has been approved.
4. The researches will begin conducting the interview to five delivery employees
through phone call/facebook chat due to lack of time of the respondents.
5. Researchers will now analyze the results from the data gathered.
6. After analyzing the data, researchers will now interpret to determine the outcome
of the study.
43
Interview Guide
1. Can you please state your name, age and gender?
2. How many are you in the family?
3. How much is your salary per month?
4. What are the risks you may encounter while you're delivering?
5. What are the consequences if you didn’t arrive on the required time?
6. If there would be an occurrence that order would be late, where will be the
payment be charge to?”
7. How would you assist a customer who was displeased with their orders
quality?
8. What do you do to ensure that all orders are complete and delivered on time?
9. As a delivery employee, how would you deal with the risks that you may
encounter?
10. What does the company do to guarantee your safety?
11. Are there any trainings to prevent accidents before starting your job?
44
Mrs. Rosalinda C. Rodriguez

High School Principal
JILCF INC.
Bocaue Bulacan
Dear Maam,
The undersigned are currently undertaking a research entitled: The Case Study
of the Delivery Employees of Pizza Parlors that has Salary Deduction if the
Delivery is Late in partial fulfillment of the requirements for the Academic Track
Accountancy and Business Management in Jesus Is Lord Colleges Foundation Inc.,
Bunlo, Bocaue, Bulacan
The researcher would like to request permission from your humble office to be
allowed to administer interviews to the delivery employees of pizza parlors in SM
Marilao.
Have no doubt that the identity of the respondents and the data gathered
through interviews would be confidential.
Thank you for your kind consideration!
Kindly yours truly,
LAGTAPON, MICHAELA ROSS FORLALES, SHAINA JOYCE MANALO, SHEARLENE

Researcher Researcher Researcher
EDUARTE, JESTER BRIXS CATAP, MONICA PAULINE DELA ROSA, EUNICE

45
SANTOS, ARIANNE SALAZAR, VIANCA MARIE

Researcher Researcher
Noted by:

Research Adviser
MS. CARMELA MARCELO

Research Coordinator
Approved by:
MRS. ROSALINDA RODRIGUEZ

46
Dear Respondents,
The undersigned is conducting a research entitled entitled: The Case Study of

the Delivery Employees of Pizza Parlors that has Salary Deduction if the Delivery
is Late as partial fulfillment of the requirements for the Academic Track Accountancy
and Business Management in Jesus Is Lord Colleges Foundation Inc.
The researchers humbly seek your approval on their request to answer some
interview questions for their research project as an acknowledgement of your
company.
The conversation between the researchers and the interviewees along with the
data conducted would be confidential with the assurance that it would not be released
to the public.
Thank you for your kind consideration!
Kindly yours truly,
LAGTAPON, MICHAELA ROSS FORLALES, SHAINA JOYCE EDUARTE, JESTER BRIXS

CATAP, MONICA PAULINE SANTOS, ARIANNE SALAZAR, VIANCA

MANALO, SHEARLENE DELA ROSA, EUNICE

Researcher Researcher
47
Noted by:

Research Adviser
MS. CARMELA MARCELO

Research Coordinator
Approved by:
MRS. ROSALINDA RODRIGUEZ

48
EXPERT EVALUATION OF THE RESEARCH INSTRUMENT

Name of Researcher/s: Catap, Monica Pauline
Dela Rosa, Eunice Joy
Eduarte, Jester Brixs
Forlales, Shaina Joyce
Lagtapon, Michaela Ross
Manalo, Shearlene
Salazar, Vianca Marie
Santos, Arianne Joy
Academic Track: Accountancy and Business Management (ABM)
Research Title: The Case Study of the Delivery Employees of Pizza Parlors that has
Salary Deduction if the Delivery is Late
Name of Evaluator: ______________________________________________________
Highest Educational Attainment: ______________________________________
Please evaluate the attached survey questionnaire by checking the column that
corresponds to your attainment.
Criteria 5 4 3 2 1
Excellent Very Good Needs Needs
Good Minor Major
Revision Revision
A. Alignment to the Research
Problems/Questions
B. Completeness
C. Clarity
D. Grammar, punctuation and
sentence construction
E. General Appearance
Comments
______________________________________________________________________________________________________
______________________________________________________________________________________________________
__________________________________________
Signature of Evaluator: ____________________ Date: ________________
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The Case Study of The Delivery Employees of Pizza Parlors That Has Salary Deduction If The Delivery Is Late.

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The Case Study of The Delivery Employees of Pizza Parlors That Has Salary Deduction If The Delivery Is Late.

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Jesus Is Lord Colleges Foundation, Inc.

101 Bunlo, Bocaue, Bulacan

In Partial Fulfillment of the Requirements for

Catap, Monica Pauline

been evaluated and recommended for ORAL EXAMINATION.

MS. JATHNIEL CASIMPOY

MS. JATHNIEL CASIMPOY

MS. AIRA MARCELO

The students, delivery employees, future applicants and other companies/

Mrs. Rosalinda Rodriguez, Principal of Senior High School Department, we acknowledge

List of Tables …………………………………………………………………………………………………..

List of Figures …………………………………………………………………………………………………12

List of Appendices …………………………………………………………………………………………..42

Chapter 1. The problem and Its Background

Significance of the Study …………………………………………………………………………10

Theoretical/Conceptual Framework ……………………………………………………….11

Statement of the Problem ……………………………………………………………………….12

Definition of Terms ………………………………………………………………………………..13

Scope and Delimitation of the Study ……………………………………………………….14

Chapter 2. Review of Related Literature

Customer Satisfaction ……………………………………………………………………………16

Employee’s Safety ………………………………………………………………………………….18

Service Quality ………………………………………………………………………………………19

Sales Promotion …………………………………………………………………………………….20

Job Safety ………………………………………………………………………………………………21

Methods and Techniques Used ……………………………………………………………..26

Respondents of the Study …………………………………………………………………….26

Instruments of the Study………………………………………………………………………27

Data Gathering Procedure ……………………………………………………………………27

Data Processing …………………………………………………………………………………..28

Chapter 4. Presentation, Analysis, and Interpretation of Data

Consequences for the employees………………………………………………………….30

Common response of customers…………………………………………………………..31

How the delivery employees deal with the risks……………………………………33

Company’s safety guarantee.………………………………………………………………..34

Chapter 5. Conclusion and Recommendations

Curriculum Vitae ………………………………………………………………………………………….72

The Problem and Its Background

a drive-through way outside of a fast food restaurant or a bunch of crowded clients

revolutionized the way consumers exchange information. It has affected consumer

marketing approach (Journal of Marketing, 2018).

working conditions, working condition is an important factor for job satisfaction, so

improve satisfaction of employees working under difficult working conditions, it is

turnover. At final stage these independent factors impacts negatively on organizational

performance which is negatively influenced by these factors. Chandrasekar (2011) argue

communicated to the employees (Taiwo, 2010).

when demand for deliveries is highest (Kloogers, 2010).

probability of the encountering injuries or accident in the near future.

Significance of the Study

should know, online ordering for instance continues to be a necessity in customer

Theory of Job Safety

machinery, environment and economic considerations just like productivity. Generally

be implemented until the work is over. The responsibility of supervision towards

machines and materials but all surroundings (Skiba, 2011).

or accident that may cause lawsuits against the company.

This conceptual framework explains the independent variable which is the

The salary deduction if the Risks of the Pizza Delivery

Figure 1. Conceptual Model of the study

Statement of the Problem

the food to customer’s location?

achieve to deliver the food on the suggested time?

rushed to meet the required time restriction.

and didn’t come on the time it was supposed to be delivered.