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论文编号：	1934
作者编号：	2120072292
上传时间：	2009/12/12 20:46:37
中文题目：	基于顾客价值的我国第三方物流企业服务提升策略研究
英文题目：	The research of the third party logistics service strategy improvement based on custmer value
指导老师：	白长虹
中文关键字：	第三方物流 顾客价值 服务流程 服务界面
英文关键字：	The third party logistics; Customer value; Service process; Service interface;
中文摘要：	在顾客价值已经成为当今企业竞争优势的新来源的市场形势下，只有转变自身经营管理理念，以顾客价值作为导向，深刻理解并且把握顾客对物流服务的价值取向及价值需求，为顾客创造超越竞争对手的优异价值，赢得顾客的忠诚，才是国内第三方物流服务企业谋求生存和发展壮大的首选之道。 目前第三方物流企业对顾客价值的认识还没有形成系统的概念和体系，且第三方物流服务水平相对较低。本研究将从理论角度深入探讨第三方物流顾客价值的来源并结合我国第三方物流企业服务的现状和存在的问题，从行业的角度分析了物流企业的发展特点，并对物流企业的服务范畴和服务内容做出清晰的界定。进而从我国第三方物流企业的实际出发，针对目前物流企业在服务管理方面存在的问题给出了具体的提升物流服务的路径和方法，基于顾客价值分别从客户重新分类和服务流程改进、服务界面优化和服务人员管理四个方面给出了具体的实施策略，旨在为我国第三方物流服务企业的发展提供一定的参考价值和实用意义。 第三方物流企业在实际业务操作中,应该在认真分析物流行业特性的基础上,分析顾客价值的涵义和构成,为顾客提供量身定做的一体化物流服务,通过为顾客创造价值,使自身获得长期的利润增长和不断的发展壮大。
英文摘要：	Based on the concept that customer value is a new source of competitive advantage in the market, the key that the third logistic companies survived is to change operative philosophy, set up customer oriented strategies, understand customer's value acquirement, and create super-value comparing with competitors so as to keep customer's loyalty. At present, the third party logistic companies don't have a systematic concept and perception toward customer value, meanwhile, the level of the third party logistic is too low. This study, from the perspective of industries, analyzed the characteristics of logistic companies and positioned the service content of logistic companies, based on the exploration of source of customer value of companies and development of Chinese logistic industry. After that, a series of suggestions would be provided for improving service management methods, which covered customer classification based on the customer value, optimization of service process, upgrading of service interface, and sale force management. Therefore, this paper is aimed to present a blueprint of management for the development of these service companies. The third party logistic companies should concern about characteristics of logistics and analyze the composition of customer value so as to provide a systematic logistic service for customers. The companies, by creating the customer value, get a long-term benefit.
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