抱怨管理在逆向物流中的应用研究

Research on Application of Complaint Management in Reverse Logistics

逆向物流作为一种新型的物流方式已为越来越多的企业所重视,以提高顾客满意度为目标的抱怨管理是逆向物流管理的重要体现。本文通过对抱怨管理与逆向物流关系的深入分析,提出逆向物流抱怨管理的基本形式,建立决策模型来探讨企业实施逆向物流抱怨管理的必要性和可行性,最后详细阐述了逆向物流抱怨管理的实施流程。

Reverse logistics as a new logistics mode is regarded by more and more enterprises. Complaint management, which aims to improve customer satisfaction level, is an important content for reverse logistics. By analyzing the relationships between complaint management and reverse logistics, this paper takes into consideration the basic framework for the reverse logistics complaint management (RLCM). The decision-making model is constructed is help us discuss the necessity and feasibility for RLCM and the implementation processes are presented finally.