基于服务利润链的物流服务补救策略

Logistics Based Service Recovery on Service Profit Chain

在物流行业竞争日益激烈的今天,服务质量已成为物流企业竞争的主要方面,持续的服务补救能使物流企业发现问题、改进缺点,进而使服务运作体系更加优化。从服务利润链的角度,将物流服务补救分为内部服务补救和外部服务补救,这样就形成了积极有效的物流服务补救策略。

Service quality has been the main facet in the competition of logistics industry, which is getting increasingly competitive nowadays. The logistics enterprises need get over the problems and disadvantages through sustaining service recovery in order to optimize the service operation system. This paper classifies the logistic service recovery into in＇.ernal and external service recovery from the view of service profit chain and focuses on the strategy of positively effective logistics service recovery.