摘要
国内电子商务的发展愈发成熟,快递业也进入了黄金时期,但是投诉率一直居高不下,消费者对快递服务质量的不满日益膨胀。外资企业的涌入,使得本土企业遭遇到了极大的挑战,如何通过有效的方式提高服务质量越来越受到大家的重视。文中对现有的研究文献进行综合分析,从快递服务质量的内涵、影响因素、评价指标和评价模型以及未来建议方面对快递服务质量进行梳理,为加深其研究提供参考。
With the development of domestic e- commerce,the express industry has entered the golden age but the complaints have been high,the dissatisfaction of Consumers with the express service quality increase. With the entering of foreign companies,domestic enterprises encountered great challenge,how to use effective way to improve the quality of service are attracting people＇s attention. In this paper,on the basis of comprehensive analysis of existing literatures,combing express delivery service quality from the connotation of the express delivery service quality,influence factors,evaluation index and evaluation model and the future advice to provide the reference for further in- depth study.
出处
《物流工程与管理》
2016年第7期87-89,共3页
Logistics Engineering and Management
关键词
快递服务质量
评价
综述
展望
express delivery service quality
evaluation
review
outlook
