摘要
从影响第三方物流客户服务质量的企业内部和外部出发,基于KPI和感知服务质量模型,以顾客满意为评价准则,建立第三方物流客户服务质量概念模型和理论模型。通过该模型,改进和提高第三方物流企业客户服务质量,赢得客户满意。
in this paper, from internal and external factors impacting to the customer service quality of third-party logistics companies and the evaluation criteria of customer satisfaction, establish conceptual model and theoretical model of third＇party logistics customer service quality based on KPI model and perceived service quality model, The adoption of the model improves and enhances third-party logistics customers service quality and win customer satisfaction.
出处
《物流科技》
2009年第10期56-58,共3页
Logistics Sci-Tech
关键词
第三方物流
KPI
服务质量
third party logistics
KPI
service quality
