博弈论视角下快递员和客户关系紧张的成因及对策探析

Expioring theCauses and Countermeasures of Tension Between Couriers and Customers from the Perspective of Game Theory

近年来快递员与客户之间的矛盾已成为社会关注的热点话题。文章在综述以往研究的基础上,从博弈论视角分析发现快递员与快递公司的内部原因,导致了快递员客户关系紧张,表现为四大矛盾:快递员高强度的工作属性与低价派件费用之间的矛盾,快递员服务成本低预算与服务需求方高要求之间的矛盾,快递员庞大的工作量与公司投诉处理制度之间的矛盾,快递员低门槛入职与行业所需专业型人才之间的矛盾。基于此,文章建议构建合理的快递员薪酬体系,调整快递行业客户投诉机制,建立合理的快递员考核制度,实施快递员服务培训政策,构建熟客效应人际关系网络,以缓解快递员和客户的紧张关系。

In recent years,the conflict between couriers and customers has become prominent social issue.Building on the previous researches,this paper analyzes the four major conflicts between the internal reasons of the courier and the express company from the perspective of game theory:the conflict between the high-intensity work attributes of couriers and low delivery cost,the conflict between the low budget of courier service cost and the high demand for service,the conflict between the huge workload of couriers and the company's complaint handling system,and the conflict between the low entry threshold of couriers and the professional talents required by the industry.It is recommended to build a reasonable courier salary system,adjust the customer complaint mechanism,establish a reasonable courier assessment system,implement courier service training policy,and build a familiar customer effect interpersonal relationship network.These measures collectively aim to alleviate tensions and foster a more harmonious relationship between couriers and customers.