摘要
物流产业正在中国如雨后春笋般快速发展,传统运输行业的航运企业也纷纷向综合物流企业转型,在价格透明度高、企业边际利润下滑的经营环境下,客户服务满意度成为企业能否在激烈的市场竞争中留住客户、提升市场占有率的重要因素。文中通过分析航运物流企业服务满意度管理的特点,以实例论述在航运物流公司如何应用建立系统性的服务满意度管理体系,并提出建立长效机制的建议。
The logistics industry is booming now in china, and the traditional shipping enterprises have to transforminto the integrated logistics enterprises. As the prices are highly transparent and profit margins are falling, the customerservice satisfaction becomes an important factor which the enterprises can retain customers and increase marketshare in the fierce competition. By analyzing the characteristics of shipping logistics enterprise service satisfactionmanagement, this article expounds with examples how to establish service satisfaction management system in theshipping logistics companies, and proposes establishing long-term mechanism.Key word： service satisfaction; management; shipping logistics enterprise; application
出处
《广东交通职业技术学院学报》
2014年第1期35-39,共5页
Journal of Guangdong Communication Polytechnic
关键词
服务满意度
管理
航运物流企业
应用
service satisfaction
management
shipping logistics enterprise
application
