我国第三方物流企业服务补救模式研究

第三方物流企业是联系生产、流通和消费的一类服务业,是关联企业优化经济资源配置,提高企业运营质量,改善资本环境以及形成企业核心竞争力的重要途径.作为一个新兴产业,它的发展不仅推动了物流的业态成熟,也提高了服务业整体的贡献率,受到业内人士高度关注.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手段.但是由于物流服务的特性,使得服务失误几乎不可避免,严重影响其服务质量的改进.因此,从顾客满意的角度出发,着重考虑如何针对服务失误进行补救,使企业能够运用服务补救措施及时地发现和解决问题,提高服务质量,不断优化和完善物流服务补救体系,改善顾客关系,形成第三方物流企业长期的竞争优势.

The Service Recovery System of Chinese Third-party Logistics

Third -party logistics （TPL） industries are the provider to provide the service to manufacture industries of logistics outsourcing. As a kind of producer service, logistics combines production, circulation and consumption. Speeding up the development of logistics has great significance to opti-mize the disposition of resources, improve investment environ- ment, whereby to raise the quality of economy functioning, strengthen competition ability and finally advance the funda-mental change of economic restricting and economic increasing form. Service quality has been the main facet in the competi-tion of logistics industry, which is getting increasingly compet-itive nowadays. However, the service characteristics of logistics can easily lead to uncertainty of the service delivery system it is impossible to avoid the service failure. The logistics enter-prises need get over the problems and disadvantages through sustaining service recovery in order to optimize the service operation system. It is important to analyze the root source of the logistics service failure and to construct service recovery system based on service profit quality theory.