物流企业客户服务水平确定方法研究

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1、西南交通大学硕士学位论文物流企业客户服务水平确定方法研究姓名：吴永强申请学位级别：硕士专业：交通运输规划与管理指导教师：叶怀珍20051001西南交通大学硕士学位论文第

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3、页AbstractTheseyears．ChineselogisticsindustryisdeyelopingveryfastandalotoflogisticsenterprisesemergebecauseofthegreatsupportOfChinesegover珊ent．WhiletheseenterprisesswarmingintOtheindustry，thecoIrlpetenceisst

4、ormier．Asthekeyof109isticsindustry，custoⅢerserviceh8sinfluenceoverthecostandincomeatthesametime，anditcanaffectthemarketoccupationpercentage．SoitisnecessarytostudyhOwt0establishingthebestcustomerservice1eveltoprovidetheoreticalbasisforthecompetencebetweenlogisticsenterprises．Agreatdeal0fachie

5、v鲫entofeconomicsisusedintberesearchof109isticstheory．ThatpushaheadwiththedeveloI加entof109isticstheory，butitalsobringsaboutsoⅢetroubleaboutunderstanding．Sothisthesisdifferentiatesandanalysescustomerservice，logisticsservice。customerservicelevel，andcustomersatisfactiontopointouttheparticularity

6、ofthecustomerserviceinthe109isticsindustry．Thereare雕myfactorsWhichhaveinfluenceovercustolllerservice．Accordingthedegreeofdifficultythemanagercontr01them'thesefactorscanbedividedintDthepowerfulflexibilityfactorsandweakflexibilityf8ctors，sothecustomerservicemanagementstartwiththepowerfulflexib

7、ilityfactorsandthecontroltotheweakflexibilityf8ctorsshouldbefocusedonthephaseofplanning．Consideringtheimportanceofthestabilityof109isticssystem，thisthesisseriouslydiscussedhowthelogisticsstabilityaffectstbecostofcust0皿er．The109isticscusto巾erserviceincludesmanyaspects，soweshoulduseindexsystem

8、notjustoneindextoscaleit．ThethesishasestablishedtheprincipleOfbuildingupthelogisticsservicecontrollingindexsystemandtheprocessofservicecriteria．ThethesishasregardedthelogisticsservicecontrollingindexesascostcalculatingobjectstoIIlakesurethecostsofdifferentservice西南交通大学硕士学位论文第1II页levelbyusing

9、thewayofActivityBasedCosting．Beinggottenridoftheinfluenceofthev01umeofbusiness．everyunitbusiness’costindifferentservice1evelandthequantitativerelationshipbetweencostandservice1evelbefounded．Customerwould1iketochoosethebettersupplierandthesupplieris