A Study On Logistics Service Recovery Based On Service Failures

Along with the violent development of the global service economy, as a kind of services, logistics is becoming the object of study that more and more concentrated by the theorists and business communities. But the study of logistics service recovery is an important aspect of logistics service research. As logistics is one kind of services, its characteristic decides the service failures is inevitable, but through enterprises' endeavor and carrying on effectively and prompt service recovery, the customers unsatisfied may be able to avoid or reduce. Once the failures appear in the logistics services, the enterprises should carry on the suitable service recovery. The logistics service recovery has the great significance to recall the loss created by the service failures.This thesis first summarizes the domestic and foreign service recovery correlative theories research and present situation, and then discusses the goal and the significance of the thesis research. Then, elaborates the service failures and the logistics service recovery general theory, and analyzes the service failures and the service recovery's basic concept, as well as the service failures' characteristic, in the same time discusses the relations of the service failures and the customer complained. Drawing out the service recovery theory, from the customer and the enterprise own explanation service recovery importance, will serve the recovery to divide into three kinds: Passive service recovery, initiative service recovery and service recovery in advance. Next, elaborating logistics service failures origin and the customer responded, and proposes the influence factors of logistics service failures. Then referring to about the logistics service quality, and according to the service quality five disparity model proposes the logistics service quality disparity model, and establishing the logistics service influence factor grey relationship analysis model, with the quantity analysis method, discovers general enterprises' the most unsatisfied factors to the third party logistics companies' service quality at present stage in our country, and carries on sorting to these factor influence, has certain instruction function through this sorting to the third party logistics service enterprises. Afterwards, to carries on the thorough discussion of logistics service recovery based on the service failures, proposes the logistics service recovery quality improvement model. The next step from the service failures angle, carries on the explanation to the logistics service recovery principle of design, and discusses service recovery's two influence factors, the service ensured and service standardization, and then based on the service failures proposed several kind of service recovery strategies, and makes the benefit analysis from the cost and the income angles to the logistics service recovery. Finally, the last part of the thesis is the conclusion and the forecast.The service recovery is not passively, but is on own initiative adopts a series of measures and the prevention method which is requested by the customer to produce to the enterprises. Carrying on the service recovery from the prevention service failures angle, in the logistics service, enterprises should consider how to improve the service quality through the logistics service recovery, and only then the logistics service quality level achieved certain level can detain the customers. And improving the logistics service quality is the final goal and also is in order to cause the enterprises to obtain the long-term competitive power.