提高物流企业顾客价值创造和传递能力的方法研究

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1、西南交通大学硕士学位论文提高物流企业顾客价值创造和传递能力的方法研究姓名：田方申请学位级别：硕士专业：物流工程指导教师：晏启鹏20080501西南交通大学硕士研究生学位论文第Ⅱ页AbstractJudgingfromthecurrentdevelopmentofChina。slogisticsenterprise，mostlyofthemarcchangedfromthetraditionaltranspoa，warehousingandfreightforwardingenterpriseswhicha

2、lwayshasasinglefunctions，andthemanagementlevel，technicalstrengthandscopeofserviceshasnotbeenimprovedonquality,andmanycompaniesarestillrelyingonoverloadingandlow-pricedcompetitiontomaintaintheirlivelihood．AsChina’sfurtheropeningupinthefieldoflogistics，fore

3、ignlogisticsgiants．haveenteredChina，thedomesticlogisticsenterprisesarefacingseveresituation．HowcanChina’slogisticsenterprisesstandinthefiercecompetitioninthemarket，improvingcustomervaluecreationandtransferringcapacityisoneoftheanswers．Thispaperstartedfrom

4、theanalysisoflogisticsenterpriseswiththestatusandthetheoryofthevalueofcustomerresearchresults，foundthatthecompetitiveadvantagesoflogisticsenterprisesliesincustomervalue，andhowtocreateandtransferoutstandingcustomervalueisanurgentneedOiltheissue．Inthispaper

5、,thewayofcustomervaluecreationoflogisticsenterpriseswasfirstlyanalyzedfromthetwoaspectofperceivedbenefitsandperceivedsacrifice，andthestructureofperceivedbenefitsandperceivedsacrificebasedonthecharacteristicsoflogisticsenterpriseswasresearched，thesolutions

6、weregivenonebyoneatthesametime，thenstudiedtheparadoxproblembetweenservicequalityandcostandthenthemothedsystemabouthbwtoimprovethecapacityofcustomervaluecreationwasestablished．Secondly,servicequalitygapmodelwasusedtoanalyzethegapmayoccurwhenthelogisticsent

7、erprisestransferringvaluetocustomers，solutiontoimprovecustomervaluetransmissioncapacitywasgivenfromthetwoperspectivesfrommarketingstrategy：andinternalmanagement．Finally,theeffectofthemethodwastestedbyevaluatedthecustomersatisfactionandcustomerloyalty．Mean

8、while，thecustomersatisfactionevaluationindexsystemwasestablishedaccordingtotheservicescontentoflogisticsenterprises，andthecustomersatisfactionwasevaluatedbythetoothedoffuzzy西南交通大学硕士研究生学位论文第1II页evaluationattheendofth