摘要
经过20多年的发展,我国快递企业已经具有较大的市场规模和发展潜力。快递服务企业必须重视服务质量的改善和顾客忠诚的培养才能在激烈的竞争中取胜并且持续的发展。文中探讨了顾客忠诚的影响因素,进而结合现今快递行业顾客忠诚的现状和问题,分析了影响快递行业顾客忠诚的因素,提出了国内快递服务企业培育顾客忠诚度的对策和建议。
After 20 years of development, China＇s express delivery companies already have large market size and development potential. Courier service companies must pay attention to the improvement of the quality of service and customer loyalty training to win in the fierce competition and the continued development. This paper discusses the factors affecting customer loyalty, and then combined with the modem courier industry customer loyalty status and problems, analyze the factors affecting the courier industry, customer loyalty, and domestic express delivery service enterprises to cultivate customer loyalty strategies and recommendations.
出处
《物流工程与管理》
2012年第8期39-41,共3页
Logistics Engineering and Management
关键词
快递企业
服务质量
顾客忠诚
对策
express delivery companies
quality of service
customer loyalty
countermeasures
