营造魅力质量 提升物流企业服务水平

Building Attractive Quality Improving Logistics Enterprise Service Level

对于物流企业来说,服务质量是其生存的灵魂。如何通过提高服务质量来提升市场竞争力,成为我国物流企业需要迫切解决的问题。文中引用日本质量管理大师狩野纪昭提出的魅力质量理论,在分析我国物流企业服务质量发展现状的基础上,提出营造魅力质量以保证客户忠诚的相应对策。

For logistics enterprise,service quality is the soul of its existence.How to ascend market competitive power through improving service quality？ It has become the urgent problem needing to be solved for logistics enterprises in our country.After analysis the quality service of logistics enterprises in our country,this paper puts forward some countermeasures for building attractive quality to ensure customer loyalty,in light of the attractive quality theory proposed by Japanese quality management master-Noriaki Kano.