应用差距模型分析物流企业服务质量  

Applying Difference Model to Analyzing the Service Quality of Logistics Enterprise

作　　者：黄一峰[1] 李俊辉[1] 

机构地区：[1]华南理工大学,广东广州510640

出　　处：《物流科技》2007年第12期15-17,共3页Logistics Sci-Tech

摘　　要：当我们将物流服务作为一产品来研究时,就把物流服务看作可以生产、营销、消费的对象。对物流服务产品的全面分析,将会有助于物流服务供给的扩大,服务功能的增加。论文首先提出物流服务质量差距模型,分析差距产生的原因,将物流服务市场营销中的核心概念、战略和决策定位于起始客户,并按客户实际所需来建立组织任务,从而整合客户期望与实际感知之间的差距,最终达到客户满意。When we research the logistics service as a product, it is regarded as an object which can produce, marketing, consumption. By analyzing the logistics service product entirely, it will help to enlarge the logistics service supply and increase the service function. This text firstly advances difference model of the service quality of logistics, finds the reason bringing the difference, and makes the core concept, stratagy and decision-making of the logistics service marketing oriented to origination client, establishes organize task by the actual require of client, then Conforms the difference between expectation of client and actual apperceive, finally wins the satisfaction of client.

关 键 词：服务质量 差距模型 期望 整合 

分 类 号：F270[经济管理—企业管理]