客户忠诚度与物流客户服务的关联性分析  

Analysis of the Relationship Between Customer Loyalty and Logistics Customer Service

作　　者：郑真真[1] ZHENG Zhen-zhen(Dezhou Vocational and Technical College,Dezhou 253034,Chin)

机构地区：[1]德州职业技术学院,山东德州253034

出　　处：《物流工程与管理》2018年第5期50-51,共2页Logistics Engineering and Management

摘　　要：现代物流企业为了获取客户忠诚度无限制的拓展了多项服务内容,而个性化与多元化的物流服务体验似乎增强了客户忠诚度。但是部分企业并未在物流领域获取现有客户的长期支持,尤其客户频繁替换合作企业,也造成了物流服务成本的无形增加。为了进一步明确物流企业的服务方向与服务机制,文中研究分析了客户忠诚度与物流客户服务的关联性,以便为现代物流企业获取客户忠诚度提供理论参考。Modern logistics enterprises have expanded a lot of services to obtain customer loyalty. At the same time,personalized and diversified logistics service experience seems to enhance customer loyalty. However,some enterprises do not get long-term support from existing customers in logistics field,specially customers frequently replace cooperative enterprises,which also causes the invisible increase of logistics service cost. In order to further clarify the service direction and service mechanism of logistics enterprises,this paper studies the correlation between customer loyalty and logistics customer service,so as to provide a theoretical reference for modern logistics enterprises to obtain customer loyalty.

关 键 词：客户忠诚度 物流服务 关联性 

分 类 号：F250[经济管理—国民经济]