| 基于服务利润链的物流服务补救策略 |
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| 引用本文： | 刘明菲,马丽. 基于服务利润链的物流服务补救策略[J]. 商业研究, 2007, 0(9): 190-193 |
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| 作者姓名： | 刘明菲 马丽 |
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| 作者单位： | 武汉理工大学,管理学院,湖北,武汉,430070 |
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| 基金项目： | 湖北省武汉市社会科学基金;湖北省普通高校社会科学重点研究基地基金;湖北省社会科学基金 |
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| 摘 要： | 在物流行业竞争日益激烈的今天,服务质量已成为物流企业竞争的主要方面,持续的服务补救能使物流企业发现问题、改进缺点,进而使服务运作体系更加优化。从服务利润链的角度,将物流服务补救分为内部服务补救和外部服务补救,这样就形成了积极有效的物流服务补救策略。
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| 关 键 词： | 服务利润链 内部服务补救 外部服务补救 |
| 文章编号： | 1001-148X（2007）09-0190-03 |
| 收稿时间： | 2006-11-10 |
| 修稿时间： | 2006-11-10 |
Logistics Based Service Recovery on Service Profit Chain |
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| LIU Ming-fei,MA li. Logistics Based Service Recovery on Service Profit Chain[J]. Commercial Research, 2007, 0(9): 190-193 |
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| Authors: | LIU Ming-fei MA li |
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| Affiliation: | School of Management , Wuhan University of Technology , Wuhan 430070, China |
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| Abstract: | Service quality has been the main facet in the competition of logistics industry,which is getting increasingly competitive nowadays.The logistics enterprises need get over the problems and disadvantages through sustaining service recovery in order to optimize the service operation system.This paper classifies the logistic service recovery into internal and external service recovery from the view of service profit chain and focuses on the strategy of positively effective logistics service recovery. |
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| Keywords: | service profit chain internal service recovery external service recovery |
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