【摘要】：本文首先通過服務(wù)利潤鏈相關(guān)理論和物流服務(wù)質(zhì)量理論的文獻(xiàn)研究以及對(duì)L物流公司現(xiàn)狀的分析,了解到目前該公司在發(fā)展過程中存在的一些問題,意識(shí)到在L物流公司應(yīng)用服務(wù)利潤鏈相關(guān)理論有利于公司強(qiáng)化自己的戰(zhàn)略管理、提升自己的核心競爭力,并能夠有效降低公司的經(jīng)營成本,提升企業(yè)收益,從而對(duì)公司的長遠(yuǎn)發(fā)展具有重要的意義。其次,通過對(duì)服務(wù)利潤鏈相關(guān)理論的深入研究分析L物流公司的服務(wù)利潤鏈要素的現(xiàn)狀。首先構(gòu)建了該公司的廣義服務(wù)利潤鏈模型,并根據(jù)根據(jù)模型中的要素設(shè)計(jì)了L物流公司服務(wù)利潤鏈要素現(xiàn)狀調(diào)查問卷,通過調(diào)查問卷量化分析了公司廣義服務(wù)利潤鏈要素的現(xiàn)狀。接著通過標(biāo)桿學(xué)習(xí)法,對(duì)比公司服務(wù)利潤鏈相關(guān)要素的現(xiàn)狀和實(shí)施服務(wù)利潤鏈管理成就卓越的標(biāo)桿企業(yè)存在的差距,給出了服務(wù)利潤鏈相關(guān)要素需要改進(jìn)的方向。最后根據(jù)標(biāo)桿學(xué)習(xí)的結(jié)果制定了服務(wù)利潤鏈要素的能力提升策略。主要制定了管理層整體策略、公司戰(zhàn)略服務(wù)愿景策略、員工要素提升策略、顧客價(jià)值等式要素提升策略、顧客要素提升策略。在物流行業(yè)競爭加劇的大環(huán)境中,希望通過服務(wù)利潤鏈的分析和服務(wù)利潤鏈能力提升策略的制定能夠幫助L物流公司強(qiáng)化戰(zhàn)略管理、提升競爭力,實(shí)現(xiàn)收益的增加和成本的降低,同時(shí)能夠?yàn)槠渌钠髽I(yè)利用服務(wù)利潤鏈理論提供參考。
[Abstract]:Firstly, through the literature research of service profit chain theory and logistics service quality theory, and the analysis of the current situation of L logistics company, we find out some problems existing in the development process of this company. Aware that the application of the service profit chain theory in L logistics company can help the company to strengthen its own strategic management, enhance its core competitiveness, and effectively reduce the operating costs of the company and enhance the corporate income, Thus has the important significance to the company's long-term development. Secondly, the paper analyzes the current situation of service profit chain elements of L logistics company through the research of service profit chain theory. Firstly, the generalized service profit chain model of the company is constructed, and according to the elements in the model, a questionnaire is designed to investigate the current situation of the service profit chain elements of L logistics company. Through the questionnaire, the paper analyzes the current situation of the company's generalized service profit chain. Then through the benchmarking learning method, the paper compares the current situation of service profit chain related elements and the gap between the implementation of service profit chain management achievement outstanding benchmarking enterprises, and gives the direction of service profit chain related elements need to be improved. Finally, according to the results of benchmarking learning, the capability enhancement strategy of service profit chain is developed. It mainly formulates the management overall strategy, the company strategic service vision strategy, the employee factor promotion strategy, the customer value equality factor promotion strategy, the customer factor promotion strategy. In the environment of intensified competition in logistics industry, it is hoped that the analysis of service profit chain and the formulation of strategy to enhance the ability of service profit chain can help L logistics company to strengthen its strategic management and enhance its competitiveness. At the same time, it can provide reference for other enterprises to make use of service profit chain theory.
【學(xué)位授予單位】：南京大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F259.23

【共引文獻(xiàn)】

相關(guān)期刊論文 前1條

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本文編號(hào)：2256838