| 第三方物流客户满意度改善性研究 |
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| 引用本文： | 杨雅,张强.第三方物流客户满意度改善性研究[J].物流科技,2012(2):58-62. |
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| 作者姓名： | 杨雅 张强 |
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| 作者单位： | 1. 上海交通大学机械与动力工程学院,上海,200030
2. 芬美意香料（中国）有限公司,上海,201100 |
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| 摘 要： | 对于第三方物流的客户满意度的改善性研究,依据博弈论得出了客户关键不满意因素的联盟(准时到达,货物完好,差错率,信息沟通)。对准时送货进行改善性研究,分析了产生的原因并提出了相关的改进措施,注重进口相关信息的变动;严格控制运输过程中的节点;对驾驶员加强服务意识和安全意识。
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| 关 键 词： | 博弈论 关键不满意因素联盟 准时送货 |
The Research of Improving 3PL’s Customer Satisfaction |
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| YANG Ya,ZHANG Qiang.The Research of Improving 3PL’s Customer Satisfaction[J].Logistics Management,2012(2):58-62. |
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| Authors: | YANG Ya ZHANG Qiang |
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| Institution: | 1.Shanghai Jiaotong University,School of Mechanical Engineering,Shanghai 200030,China;2.Firmenich Fragrances(China)Co.,Ltd.,Shanghai 201100,China) |
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| Abstract: | Based on game theory are not satisfied with the key factors that come to the customer’s alliance(otd,cargo safety,error rate,communication).On-time delivery improvement research,analyzed the causes and propose relevant measures for improvement,focusing on changes in import-related information;strict control during transport nodes;the driver to enhance service awareness and safety awareness. |
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| Keywords: | game theory the key factors of unsatisfied alliance on time delivery |
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