快递一线员工服务失误行为问题研究——基于国家邮政总局消费者申诉案例的分析

Study on Error Behaviors of Front-line Staff of Express Delivery Enterprises:A Case Study on Consumer Complaint of State Post Bureau

快件延迟、派件不到位、虚假签收等消费者普遍投诉的快递服务失误问题,多数与一线员工的行为有关。以国家邮政总局申诉网站消费者申诉的案例的统计分析为基础,对快递一线员工的服务失误行为类型进行了总结,并对其影响因素进行了探讨。

In this paper, on the basis of a statistical analysis of the consumer complaints at the complaint website of the state post bureau, then summarized the common categories of the error behaviors of the front-line staff of the express delivery enterprises, and at the end, discussed the in- fluence factors therein.