本文選題：快遞　切入點：物流服務質(zhì)量　出處：《哈爾濱工業(yè)大學》2015年碩士論文　論文類型：學位論文

【摘要】：快遞物流業(yè)是一種新興服務業(yè),是物流業(yè)的重要組成部分。我國快遞物流業(yè)近年來隨著網(wǎng)絡購物模式的巨大發(fā)展,業(yè)務量呈現(xiàn)了高速的增長,2014年已經(jīng)超越美國,躍居世界第一。然而,與其規(guī)模發(fā)展速度不相適應的是,快遞物流服務質(zhì)量水平普遍較低,快件延誤、損毀、丟失等現(xiàn)象層出不窮,寄遞安全事故時有發(fā)生。這些現(xiàn)象除了快遞物流企業(yè)自身的原因之外,與政府監(jiān)管部門的監(jiān)管策略與手段也密切相關。因此,論文以目前監(jiān)管部門對于快遞物流服務質(zhì)量的監(jiān)管為研究對象,通過查閱國內(nèi)外相關文獻,結合理論分析法、案例分析法以及博弈分析法等對目前的監(jiān)管問題進行分析,試圖深化對該行業(yè)監(jiān)管的研究。論文通過列舉典型案例,分類分析快遞物流服務質(zhì)量問題,并總結出快遞物流服務質(zhì)量監(jiān)管應關注的重點,即服務流程的規(guī)范性。結合社會管制理論、激勵相容理論以及利益相關者理論對目前我國快遞物流服務質(zhì)量的監(jiān)管現(xiàn)狀進行了分析,總結出目前我國快遞物流服務質(zhì)量監(jiān)管中存在檢查內(nèi)容不全面、監(jiān)管措施執(zhí)行效果差、利益相關者參與度較低等問題,并在理論與相關事實材料的基礎上,對產(chǎn)生以上問題的原因進行分析。在此基礎上運用博弈分析工具,對快遞物流服務質(zhì)量的監(jiān)管部門與快遞物流企業(yè)的行為決策進行分析,其后對博弈模型進行改進,證明了消費者參與監(jiān)管的意義所在。通過此博弈模型找出了影響監(jiān)管部門與快遞物流企業(yè)行為策略的因素以及策略空間,為提出監(jiān)管策略的改進提供依據(jù)。根據(jù)博弈模型的分析結果,結合美國與日本的快遞物流監(jiān)管經(jīng)驗,聯(lián)系我國實際,提出快遞物流服務質(zhì)量監(jiān)管應在依法監(jiān)管、自律和監(jiān)管相結合以及關注服務流程原則的基礎上,完善服務質(zhì)量檢查內(nèi)容,促進監(jiān)管的激勵相容以及鼓勵以消費者為代表的利益相關者參與,并且應為監(jiān)管的有效執(zhí)行提供一個保障環(huán)境。
[Abstract]:Express logistics industry is a new service industry and an important part of logistics industry. With the rapid development of online shopping mode in recent years, China's express logistics industry has seen a rapid growth in business volume. In 2014, China's express logistics industry has surpassed the United States. However, the quality of express delivery logistics services is generally low, express shipment delay, damage, loss and other phenomena emerge in endlessly. In addition to the reasons of the express logistics enterprises themselves, these phenomena are closely related to the regulatory strategies and means of the government regulatory authorities. This paper takes the supervision of express logistics service quality as the research object, through consulting the relevant literature at home and abroad, combining with theoretical analysis, case analysis and game analysis to analyze the current regulatory issues. This paper attempts to deepen the research on the supervision of the industry. By enumerating typical cases, the paper classifies and analyzes the service quality of express logistics, and summarizes the key points that should be paid attention to in the supervision of the service quality of express logistics. That is, the standardization of service flow, combined with the theory of social regulation, incentive compatibility theory and stakeholder theory, this paper analyzes the current situation of the supervision of the service quality of express logistics in China. Summing up the problems in the supervision of express logistics service quality in our country, such as the inspection content is not comprehensive, the effect of supervision measures is poor, the participation of stakeholders is low, and on the basis of theory and relevant facts, On the basis of analyzing the causes of the above problems, the author analyzes the behavior decisions of the supervision department of express logistics service quality and express logistics enterprises by using game analysis tools, and then improves the game model. Through this game model, we find out the factors and strategy space that influence the behavior strategy of supervision department and express logistics enterprise. According to the analysis results of game model, combined with the experience of express logistics supervision in the United States and Japan, and the reality of our country, this paper puts forward that the supervision of service quality of express logistics should be supervised according to the law. Improve the content of service quality checks, promote regulatory incentives, and encourage the participation of consumer-represented stakeholders, based on a combination of self-regulation and regulation and a focus on the principles of service flow, And should provide a safeguard environment for the effective enforcement of supervision.
【學位授予單位】：哈爾濱工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F259.2

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