基于关系营销的第三方物流服务质量研究

Relationship Marketing -Based Research of The Third-party Logistics Service Quality

本文在关系营销的理论指导下,利用顾客服务质量感知模型对中国第三方物流服务质量问题进行了相关研究。文章在从顾客期望和感知质量两方面对顾客总体感知质量加以分析的基础上,针对中国第三方物流产业的发展现状,从前期宣传、服务的有形展示、过程控制、应急能力等多方面入手分析,提出了提高第三方物流服务顾客感知质量的方法与途径。

Under the construction of the service marketing theory, this paper studies the issue of China＇ s third-party logistics service quality by means of the client service quality perceiving model. Based on the analysis of the total client perception quality from two aspects, client expectation and client perception quality ,and allowing for current situations of China third-party logistics industry, the author proposes the methods to improve the service quality of the third-party logistics firms in the phrase of pre-period tangible show of propagation, process control and emergency ability.