我国第三方物流服务的顾客满意度研究.doc

我国第三方物流服务的顾客满意度研究(二号黑体,居中)
标题的中文字数一般不超过20个字
摘要(三号黑体,居中)
现代企业重视物流不仅仅是为了节约成本,而是他们越来越认识到物流对提高客户服务水平及企业获得竞争性战略优势的重要性。第三方物流公司的运作表现直接关系到被服务公司客户的满意与否,对第三方物流企业而言,只有尽快调整经营目标和策略,推行顾客满意理念,实施顾客满意度经营,才能树立新的竞争优势,实现企业、顾客的双赢。
首先阐述了顾客满意度的概念和重要性,并针对性的描述了顾客满意度的特性,然后分析了第三方物流企业顾客满意度的影响因素,并对这些因素做出详细的分析说明。其次对顾客满意度指数模型进行深入探讨,创建了第三方物流顾客满意度模型的理论框架,并建立了相应的指标体系;最后,针对我国第三方物流服务存在的问题,结合具体案例,提出了基于顾客满意度的第三方物流企业服务质量发展创新的提升途径。
(小四号宋体,行间距18磅)摘要主要是说明研究工作的目的、方法、结果和结论。摘要中应用第三人称的方法记述论文的性质和主题,不使用“本文”、“作者”等作为主语,应采用“对…进行了研究”、“报告了…现状”、“进行了…调查”等表达方式。排除在本学科领域已成为常识的内容,不得重复题名中已有的信息。书写要合乎逻辑关系,尽量同正文的文体保持一致。
中文摘要字数为400字以内,
关键词:(小四号黑体)
关键词(Keywords)用以表示全文主题内容信息的单词或术语。
关键词的个数为3-8个。关键词的排序,通常应按研究的对象、性质(问题)和采取的手段排序,关键词后面不加冒号,两词之间应留出一个汉字的空间,不加任何标点符号。
中外文关键词应一一对应。
第三方物流顾客满意度物流服务
The research on the customer satisfaction of third-party logistics service(二号Times New Roman,居中,外文标题不超过10个实词,中外文标题应一致)
ABSTRACT(三号Times New Roman,居中)
Modern enterprises attach importance to logistics not only for economy of cost, but also the importance of logistics in improving the client-service level and petitive strategic advantage for enterprises. The operation of third-party pany has direct relation to the degree of served pany’s satisfaction. To the third-party logistics enterprises, for building up petitive advantage and achieving the win-win situation between enterprise and customer, it is necessary to adjust the marks and strategies of management, push the notion of customer satisfaction, carry out the management of customer satisfaction.
At first, this thesis expatiates on the notion and importance of customer satisfaction with pertinent description about the characteristics of customer satisfaction, then analyzes the influencing factors of customer satisfaction of third-party pany, following the exhaustive explanation and analysis, according to which the approach for the improvement of serving quality in the third-party pany, based on the customer’s satisfaction, is put forward. Then, this thesis probes into the exponen