【正文】
華北理工大學(xué)遷安學(xué)院論物流企業(yè)提高物流服務(wù)質(zhì)量的探討 姓名: 學(xué)院: 學(xué) 號(hào): 專業(yè)班級(jí): 指導(dǎo)教師: 2017年5月22日目 錄摘要 3關(guān)鍵詞 3ABSTRACT 4第一章 緒論 1 1 1 1 2 2第二章 物流營(yíng)銷環(huán)境 3 3 3 3 3 5 產(chǎn)業(yè)內(nèi)的戰(zhàn)略群體 5 成功關(guān)鍵因素 5 6 6第三章 物流企業(yè)主要市場(chǎng)營(yíng)銷策略 7 7 7 7 10 12第四章 物流企業(yè)市場(chǎng)營(yíng)銷策略的現(xiàn)狀及發(fā)展方向 13 13 13 14結(jié) 論 15參考文獻(xiàn) 16致謝 17摘 要物流行業(yè)作為一個(gè)服務(wù)性質(zhì)的行業(yè),從提供物流服務(wù)的物流企業(yè)角度來看,它的主打產(chǎn)品其實(shí)就是它的服務(wù)。顧客是企業(yè)的根本,企業(yè)的一切經(jīng)濟(jì)活動(dòng)都是以顧客為中心,圍繞顧客展開,提高物流服務(wù)質(zhì)量,增加客戶滿意度,從而達(dá)到雙贏的目的。因此客戶至上的準(zhǔn)則非常重要,本文主要探討的是中小物流企業(yè),它們規(guī)模不大,因此不僅要在數(shù)量上還要在質(zhì)量上,創(chuàng)造自己的金牌客戶,在保證客戶忠誠(chéng)度的基礎(chǔ)上發(fā)展新客戶,同時(shí)提升自己的品牌效應(yīng)。在市場(chǎng)經(jīng)濟(jì)的激烈競(jìng)爭(zhēng)中,品牌不僅僅代表企業(yè)的外在形象,還能夠?yàn)槠髽I(yè)創(chuàng)造利潤(rùn),可謂得品牌者得天下。本文通過分析物流服務(wù)質(zhì)量及其影響因素,并研究我國(guó)中小物流企業(yè)服務(wù)質(zhì)量策略,以期給我國(guó)物流企業(yè)改善物流服務(wù)質(zhì)量提供理論依據(jù)。我國(guó)物流行業(yè)處于發(fā)展的起步階段,正在由傳統(tǒng)的物流服務(wù)向現(xiàn)代化的物流服務(wù)轉(zhuǎn)變,因此物流行業(yè)的競(jìng)爭(zhēng)也越來越激烈,物流企業(yè)的服務(wù)質(zhì)量和服務(wù)的信用度都直接對(duì)企業(yè)的生存和發(fā)展產(chǎn)生巨大的影響。近些年來,物流企業(yè)為了適應(yīng)社會(huì)發(fā)展的要求,在物流服務(wù)上都采取以客戶利益為中心的原則,在保證高效率的同時(shí)以最大限度滿足客戶的需要,也都獲得了不錯(cuò)的績(jī)效。同國(guó)外發(fā)達(dá)國(guó)家相比,我國(guó)的物流業(yè)服務(wù)仍然存在著眾多的問題,物流企業(yè)的服務(wù)質(zhì)量水平都存在參差不齊的現(xiàn)象。關(guān)鍵詞: 物流服務(wù)質(zhì)量 ;物流服務(wù)弊端;物流服務(wù)與國(guó)外的差距AbstractLogistics industry as a service industry, from the point of view of logistics enterprises providing logistics services, its flagship product is actually its services. Customer is the root of the enterprise. All the economic activities of the enterprise are centered on the customers, and they are carried out around the customers, so as to improve the service quality of the logistics and increase the customer satisfaction, so as to achieve a winwin situation. Therefore, the principle of the supremacy of customers is very important, this paper mainly discusses the small and mediumsized logistics enterprises, they are small, so not only in quantity but also in quality, create their own gold customers, develop new customers to ensure customer loyalty based on brand effect and enhance their. In the fierce petition of the market economy, the brand not only represents the external image of the enterprise, but also creates profits for the enterprise. This paper analyzes the logistics service quality and its influencing factors, and studies the service quality strategy of small and mediumsized logistics enterprises in our country in order to provide theoretical basis for improving the quality of logistics service.China39。s logistics industry in the early stage of development, is changing from traditional logistics to modern logistics service, so the logistics industry is also increasingly fierce petition, produced huge influence the service quality and service of logistics enterprise credit directly to the survival and development of enterprises. In recent years, logistics enterprises in order to meet the requirements of social development, are taken to the interests of customers as the center of the princ