摘要
针对在物流行业竞争日益激烈背景下,第三方物流企业顾客投诉增加、服务满意度降低的现状,文中分析了第三方物流企业的物流服务失误对客户关系的影响,并在此基础上运用服务补救理论探讨了其服务补救策略。
Nowadays in the logistics industry which has strong competence,numerous of customors＇complaince is increasing and customer satisfaction is decreasing.According to this condition,logistics service mistakes in the Third Party Logistics（TPL）which would influence the customer relationship are analyzed in the article.And based on it,using the service recovery theory,some suggestions on the service recovery in the TPL are discussed.
出处
《物流工程与管理》
2010年第10期53-55,共3页
Logistics Engineering and Management
关键词
第三方物流企业
服务失误
服务补救
顾客满意
third party logistics enterprises
service mistake
service recovery
customer satisfaction
