| 我国物流企业服务管理现状与对策研究 |
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| 引用本文： | 魏国辰,杨莉.我国物流企业服务管理现状与对策研究[J].物流技术,2012(3):165-168. |
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| 作者姓名： | 魏国辰 杨莉 |
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| 作者单位： | 北京物资学院商学院 |
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| 基金项目： | 北京市教委“商务运作与企业服务创新平台” |
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| 摘 要： | 通过问卷调查,分析了我国物流企业服务管理的现状,重点研究了物流企业服务质量及服务流程管理两方面存在的问题。在对问题进行分析的基础上,从提高服务人员素质、创新管理手段与方法、改善服务态度、运用先进信息处理技术、提升服务响应及时性、完善企业管理制度等方面提出了加强物流企业服务管理的对策。
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| 关 键 词： | 物流企业 服务质量 服务管理 |
Service Management of Logistics Enterprises in China: Current Situation and Countermeasures |
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| WEI Guo-chen,YANG Li.Service Management of Logistics Enterprises in China: Current Situation and Countermeasures[J].Logistics Technology,2012(3):165-168. |
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| Authors: | WEI Guo-chen YANG Li |
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| Institution: | (School of Business,Beijing Wuzi University,Beijing 101149,China) |
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| Abstract: | On the basis of a questionnaire survey,the paper studies the current situation of the service management of the logistics enterprises in China,mainly focusing on problems in the quality and process management of these enterprises.Then according to the finding,it proposes countermeasures to improve and reinforce their service management level on the aspects of personnel caliber,innovation of management method,service attitude improvement,use of advanced information processing technology,quicker service response and more well-developed enterprise management system,etc. |
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| Keywords: | logistics enterprise service quality service management |
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