本文選題：物流客戶服務(wù) + 客戶滿意度　； 參考：《大連海事大學(xué)》2012年碩士論文

【摘要】：隨著港口企業(yè)的增多,市場競爭越來越激烈,港口企業(yè)要想在激烈的競爭中處于優(yōu)勢地位,最重要的就是關(guān)注客戶的需要,提高客戶的滿意度和忠誠度。做為港口企業(yè)的典型代表——天津港,開始關(guān)注物流客戶服務(wù)管理,將客戶服務(wù)管理的理論應(yīng)用到企業(yè)中。由于客戶性質(zhì)不同,天津港與客戶之間的關(guān)系也不同,這是由港口企業(yè)的特征決定的。這種性質(zhì)要求天津港能夠根據(jù)客戶的情況,為客戶提供靈活性的服務(wù)。另外,天津港與客戶之間的關(guān)系不是一次性的交易關(guān)系,而是長期的戰(zhàn)略伙伴關(guān)系,要求天津港與客戶之間默契合作,實現(xiàn)雙贏。 本文以天津港為研究對象,通過對物流客戶服務(wù)管理理論研究,結(jié)合天津港的性質(zhì)和特點,采用系統(tǒng)研究法、文獻(xiàn)研究法、案例分析法等方法,介紹了物流客戶服務(wù)管理的理論研究,突出了實用性、系統(tǒng)性和可操作性的特點,對天津港物流客戶服務(wù)管理進(jìn)行全面的分析,并結(jié)合天津港的實際案例,提出了一套符合天津港物流客戶服務(wù)管理的策略。 文章的基本脈絡(luò)是：首先介紹物流客戶服務(wù)管理的基本理論；其次,介紹天津港物流客戶服務(wù)管理現(xiàn)狀及天津港客戶服務(wù)管理內(nèi)容,結(jié)合天津港實際案例分析天津港客戶及滿意度,最后,提出天津港物流客戶服務(wù)管理的策略。
[Abstract]:With the increase of the port enterprises, the market competition is becoming more and more fierce. The port enterprises want to be in the dominant position in the fierce competition. The most important thing is to pay attention to the customer's needs and improve the customer satisfaction and loyalty. As a typical representative of the port enterprise, Tianjin port is concerned with the management of customer service of logistics, and the management of customer service. The relationship between the Tianjin port and the customer is different because of the different customers' nature, which is determined by the characteristics of the port enterprises. This nature requires Tianjin port to provide flexible services to the customers according to the customer's situation. In addition, the relationship between Tianjin port and customer is not a one-time transaction relationship, but the relationship between the port and the customer is not a one-time transaction relationship. It is a long-term strategic partnership and requires a tacit cooperation between Tianjin port and its customers to achieve a win-win situation.
Taking Tianjin port as the research object, through the study of logistics customer service management theory and the nature and characteristics of Tianjin port, this paper introduces the theoretical research of logistics customer service management by means of systematic research, literature research, case analysis and so on, and highlights the practical, systematic and operational characteristics of the logistics of Tianjin port. A comprehensive analysis of customer service management, combined with the actual case of Tianjin port, has put forward a set of strategies for logistics customer service management in Tianjin port.
The basic thread of the article is: first, introduce the basic theory of logistics customer service management; secondly, introduce the current situation of logistics customer service management in Tianjin port and the content of customer service management in Tianjin port, analyze the customer and satisfaction of Tianjin port with the actual case of Tianjin port, and finally, put forward the strategy of customer service management of the logistics in the port of Tian Jin port.
【學(xué)位授予單位】：大連海事大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F274;F552.6

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本文編號：1984505