發(fā)布時(shí)間：2018-05-08 23:17

  本文選題：快遞服務(wù) + 關(guān)鍵資源識(shí)別　； 參考：《天津財(cái)經(jīng)大學(xué)》2013年碩士論文

【摘要】：近年來(lái),我國(guó)快遞行業(yè)在電子商務(wù)發(fā)展的帶動(dòng)下發(fā)展迅猛。然而,新興的快遞服務(wù)在很多方面無(wú)法滿足激增的顧客需求,出現(xiàn)了諸多問(wèn)題�？爝f服務(wù)的需求滿足直接關(guān)系到了電子商務(wù)行業(yè)與快遞行業(yè)的未來(lái)發(fā)展,因此,快遞服務(wù)業(yè)應(yīng)從簡(jiǎn)單粗放型發(fā)展轉(zhuǎn)變到以滿足顧客需求的服務(wù)設(shè)計(jì)者角度來(lái)考慮行業(yè)的戰(zhàn)略規(guī)劃,合理進(jìn)行資源分配。 為了研究影響服務(wù)需求滿足的關(guān)鍵資源,試圖從快遞服務(wù)的“需求—能力—資源”映射出發(fā),確定基于需求滿足的快遞服務(wù)關(guān)鍵資源因素。首先,通過(guò)對(duì)服務(wù)藍(lán)圖法的拓展應(yīng)用,分析整個(gè)快遞服務(wù)流程,進(jìn)行快遞服務(wù)能力與快遞服務(wù)資源指標(biāo)的提��；其次,建立有效的兩階段QFD識(shí)別模型,將快遞服務(wù)需求逐階分解至快遞服務(wù)資源,從眾多影響因素中識(shí)別出對(duì)服務(wù)需求滿足起關(guān)鍵作用的資源因素,并對(duì)關(guān)鍵資源因素按重要程度進(jìn)行排序。模型中應(yīng)用三角模糊數(shù)對(duì)大量模糊數(shù)據(jù)進(jìn)行處理,尤其對(duì)三角模糊數(shù)應(yīng)用于質(zhì)量屋中關(guān)系矩陣修正進(jìn)行了深入研究；然后進(jìn)一步通過(guò)模型逆向仿真不同資源配置投入情況下顧客需求滿意度的輸出,通過(guò)驗(yàn)證兩階段QFD的有效性及所識(shí)別出因素的合理性。通過(guò)本研究試圖確定其中的關(guān)鍵資源是否對(duì)快遞服務(wù)質(zhì)量有顯著的影響；如果有影響,影響的作用大小如何；上述研究結(jié)論能為提高快遞服務(wù)需求滿足度提供科學(xué)的研究方法,為快遞企業(yè)服務(wù)管理、客戶關(guān)系管理提供理論依據(jù)。
[Abstract]:In recent years, the express industry in China has developed rapidly in the development of e-commerce. However, the new express service can not meet the needs of increasing customers in many aspects. There are many problems. The demand of express service is directly related to the future development of e-commerce industry and express industry. Therefore, express service industry should be simplified. The development of single extensive development has been changed to the strategic planning of the industry to meet the needs of customers, and to allocate resources reasonably.
In order to study the key resources that affect service demand satisfaction, this paper tries to determine the key resource factors of express service based on demand satisfaction from the "demand capability resource" mapping of express service. First, through the expansion and application of service blueprint method, the whole express service process is analyzed, express service capacity and express service capital are carried out. Secondly, an effective two stage QFD recognition model is established, which decomposes the express service demand to express service resources. From many factors, it identifies the key resource factors that meet the needs of service demand, and sorts the key resource factors according to the importance. The fuzzy data is processed, especially the triangular fuzzy number is applied to the relationship matrix correction in the quality house, and then the output of the customer's demand satisfaction is further simulated by the model reverse simulation of the different resources allocation, and the validity of the two stage QFD and the rationality of the identified factors are verified. The study tries to determine whether the key resources have a significant impact on the quality of express service. If there is an impact, how the impact of the impact of the impact on the size of the impact, the above conclusions can provide a scientific research method for the improvement of express service demand satisfaction, and provide a theoretical basis for the service management of express enterprises and customer relationship management.

【學(xué)位授予單位】：天津財(cái)經(jīng)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F259.2

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 梁文賓;陳通;盧麗;;基于QFD的服務(wù)質(zhì)量改進(jìn)方法[J];中國(guó)農(nóng)機(jī)化;2007年06期

2 熊勇清;楊鍇;;質(zhì)量功能展開(kāi)(QFD)在服務(wù)業(yè)中的應(yīng)用研究[J];管理科學(xué)文摘;2007年01期

3 馬士華,陳習(xí)勇;供應(yīng)鏈環(huán)境下的物流能力構(gòu)成及其特性研究[J];管理學(xué)報(bào);2004年01期

4 王凱;潘爾順;;模糊QFD與FMEA整合模型及應(yīng)用[J];工業(yè)工程與管理;2008年03期

5 張樹(shù)山;高大新;王濤;王力;;基于DQFD的物流服務(wù)能力設(shè)計(jì)、仿真與優(yōu)化[J];吉林大學(xué)學(xué)報(bào)(工學(xué)版);2009年S2期

6 馬士華,孟慶鑫;供應(yīng)鏈物流能力的研究現(xiàn)狀及發(fā)展趨勢(shì)[J];計(jì)算機(jī)集成制造系統(tǒng);2005年03期

7 胡啟國(guó);張鵬;;基于群策層次分析法和模糊聚類理論的改進(jìn)質(zhì)量功能展開(kāi)研究[J];計(jì)算機(jī)集成制造系統(tǒng);2007年07期

8 孫洪;;基于質(zhì)量功能展開(kāi)的顧客滿意度研究[J];價(jià)值工程;2009年01期

9 吳正剛,韓玉啟,周業(yè)錚,孟慶良;復(fù)雜環(huán)境下企業(yè)能力演化機(jī)理研究[J];科學(xué)學(xué)與科學(xué)技術(shù)管理;2004年09期

10 張鋼;基于技術(shù)轉(zhuǎn)移的企業(yè)能力演化過(guò)程研究[J];科學(xué)學(xué)研究;2001年03期

，

本文編號(hào)：1863520