第三方物流企业的顾客满意管理体系

The Third-Party Logistics Industry's Customer Satisfaction

第三方物流企业就是企业物流业务外包的提供商,它通过专业的物流服务来实现企业的效益。文章的研究目的是为现代TPL寻找一个符合其性质的发展模式。使用了服务管理基础理论分析研究的方法,为TPL物流产业提出了规模化和专业化发展模式。结果是可以在TPL企业内部建立以服务质量考评机制,关注顾客。因此,要在TPL企业内部建立和形成以顾客满意为基础的服务模式,提高服务质量,提高顾客忠诚度,才能在未来的发展中形成核心竞争力。

Third-party logistics industries are the provider to provide the service to manufacture industries of logistics outsourcing.The studying goal of the paper is to find out a kind of model of its service.In the course of the development,the important thing of TPL is to improve the quality of the service and to satisfy their customers.So the author thinks we should use the theory method and build a form of service management.In the result it can improve the service quality of third-party logistics.The concluding,in this case third-party logistics can form competition advantage.