Study On Service Failure Analysis And Related Countermeasures Of C Express Company

Nowadays with the economics' fast growth, many express enterprises face increasing keen competition in China and its service has penetrated into people's daily life. There are many service failure problems in the course of express service, the express service quality problem always plagues the continuable growth of many express companies.How to avoid service failure is a starting point for this paper in view of no more literatures or research on express service failure at home and abroad. The paper reviews the concept and the main viewpoints of service failure and service recovery theory, analyzes the current situation of service failure on C express company, discusses establishment of an express quality evaluation system and the application of service recovery theory in the express industry based on increasing complaints of customers and the importance of service quality.Taking C express company as its objects, setting out from the actual combat, the paper makes a conclusion on service failure and its improvement by a great deal of research and research method of settled amount and characters. In this paper, we find out the status quo of service failure and analyze the root cause on C express company. According to express industry standard and the circumstances of C express company, we establish the express service quality evaluation system. There are four main indicators, which are timeliness, accuracy, safety and convenience, we can establish an express service quality scales based on the main indicators. Taking advantage of the analysis of importance & satisfactory matrix, we can seek out improvement opinions and the shortage. The system provides a reliable basis to improve quality of service of C express company.It is helpful to improve their business mode by studying on service failure of C express company. It will seize the critical opportunities, acquire more development opportunities. It also provides some reference for the other similar type of express company to improve and reform their service quality.