Study on Logistics Service Recovery System Based on Service Profit Chain
The uncertainty inherent in logistics makes the service failure unavoidable.Once the service failure occurs,the service recovery will become the necessary line of defense within the service profit chain.The establishment of logistics service recovery system based on service profit chain aims to promote the sustainable development of logistics enterprises by implementing service recovery timely and improving service quality，and push the enterprise into the sustainable “Service Profit Cycle.The thesis analyses the mechanism of logistics service failure from the viewpoint of service profit chain,and proposes the general model of logistics service recovery system,which may provide reference for logistics enterprises.
Service profit chain logistics service service recovery
Yinghua Zhang LiHua Jiang Fancui Meng
School of Business TJUFE Tianjin,China
国际会议
北京
英文
2008-10-12（万方平台首次上网日期，不代表论文的发表时间）