摘要
在物流行业竞争日益激烈的背景下,服务质量已成为物流企业竞争的主要方面,"客户第一、顾客满意"是第三方物流企业经营的基本要求,持续的服务补救能使第三方物流企业发现问题、改进缺点、优化服务运作体系。文中在文献研究基础上,改进了现有物流服务补救体系,建立了过程导向的第三方物流企业全面服务补救体系,为物流企业实施服务补救提供了借鉴。
Under the background of fierce competition in logistics industry,service quality has become the main aspect to compete of the third-party logistics providers （3PLs）.The philosophy of ＂Customer First and Customer Satisfaction＂ is the basic requirement of logistics enterprises.Continuous service recovery helps 3PLs finding problems,improving the weak points and optimizing service operation system.Based on the literature review,the paper improves the existing logistics service recovery system,establishes a total service recovery system process-oriented,and provides references to the implementation of service recovery for 3PLs.
出处
《物流工程与管理》
2010年第8期51-54,共4页
Logistics Engineering and Management
关键词
第三方物流
服务失误
服务补救
过程导向
全面补救
Third party logistics providers （3PLs）
Service Failure
Service Recovery
Process-oriented
Total service recovery.
