中国第三方物流企业客户服务水平探究 毕业论文.doc

中国第三方物流企业客户服务水平探究 摘要 本文通过对第三方物流企业客户服务水平的研究，为第三方物流企业提高客户服务水平提供有益借鉴。 本文首先对第三方物流企业及客户服务进行了概述，在界定第三方物流企业、客户服务等基本概念后，对客户服务的基本内容及其在第三方物流企业中的作用特点进行了介绍；接着基于我国第三方物流供需发展现状，阐述供需现状决定第三方供需双方的发展需求；随后在借鉴美国第三方物流企业客户服务经验的基础上，本文从客户服务水平的角度出发，分析了客户服务的基础条件和服务要素；由于客户服务是一个动态变化的过程，企业必须对其进行评价和改进以实现组织目标和流程目标，本文对基于客户满意的外部评价指标和第三方物流企业KPI评价体系的尝试性研究，应该可以为第三方物流企业完善服务流程、改进服务质量提供一定参考；本文最后立足于改善第三方物流企业客户服务水平提出了对策建议。 关键词：客户服务，第三方物流企业，评价指标，KPI Research on the China Customer Service Level of Third-Party Logistics Enterprises Abstract The thesis is to offer helpful references to perfect the customer service level through the study on customer service level of third-party logistics enterprises. This thesis carries on the summary to third-party logistics enterprises and customer service at first, after defining basic conceptions, such as third-party logistics enterprises and customer service, etc, then explains basic contents and characteristics of the customer service mainly in third-party logistics enterprises. On the basis of Chinese third-party logistics’ supply and demand subjects’ current situation of the developments, it analyses and summarizes the questions in third-party logistics enterprises, customer service. By introducing customer service experiences of American third-party logistics enterprises for reference afterwards, this thesis proceeds from angle of the service procedure ,analyses the basic conditions and key elements of customer service emphatically; Because customer service and improve it in order to realize the organizing goal and procedure goal, this thesis studies the try about external evaluation indexes based on customers’ satisfactory and third-party logistics enterprises’ KPI appraisal system, it is sure to offer some references to third-party logistics enterprises to perfect the service procedure and improve the service quality. At last, the thesis puts forward countermeasures and suggestions based on perfecting customer service of third-party logistics enterprises in China.