细节服务:微利时代中国物流企业竞争优势再造的必由之路  

Detail service: the only way for Chinese logistics enterprise to reengineer competitive advantage in the low margin age

作　　者：刘伟华[1] 

机构地区：[1]上海交通大学安泰管理学院,上海200030

出　　处：《上海海事大学学报》2006年第S1期1-8,共8页Journal of Shanghai Maritime University

摘　　要：详细研究物流企业如何进行细节服务．从物流企业的运作资源要素、企业的客户要素、企业外部环境要素和企业员工要素出发,分析微利时代下物流企业如何做好细节服务的具体框架,提出通过细节服务挖掘、整合和利用企业运作资源,发现、赢得和稳定客户,识别、利用和创造企业环境,企业员工要注重细节服务的贯彻与执行,且应主要围绕客户、技术和运作系统等3个层面进行细节服务创新,得出大部分尚处于成长期的中国物流企业应重视细节服务的结论．The way to execute the detail service in logistics service providers is detailed. From the point of view of the operational resources, customers, external environment and human resources in the Chinese logistics service providers, the concrete framework of realizing the detail service in the low margin age is analyzed. As for the factor of operational resources, it needs to dig, to integrate and to utilize the resources; for the factor of customers, it needs to discover, to win and to keep the customers; fo...

关 键 词：细节服务 微利时代 物流企业 竞争优势再造 

分 类 号：F253[经济管理—国民经济]