基于客户需求的供应链物流服务质量研究

On the Quality of Customer-Oriented Logistics Service in the Supply Chain

基于客户需求的物流服务是供应链物流服务质量管理的核心,具有可得性、经济性、时间性和可靠性等特点,其内涵在基本物流服务系统、物流运作绩效、客户认同的物流服务质量等三个方面中有所体现。企业要持续长久地赢得客户满意,必须从整体上建立令客户满意的物流服务运作体系,建立完善的物流服务质量系统,充分认识和把握物流服务质量的显著特点和基本内涵,从满足客户需求出发,为客户提供价廉质优的物流服务。

The author argues that customer-oriented logistics service is the core of quality management of logistics service in supply chain. It has the characteristics of availability, efficiency and reliability. To make the customers to be satisfied in the long term and provide their customers with high-quality and low-price logistics service, the enterprises should establish the logistics service system that can make their customers to be satisfied, establish a perfect logistics service quality system and fully understand the characteristics and implications of logistics service quality.