Quality Evaluation And Remedial Measures Of Service Remediation Of SF Express Company

With the continuous improvement of e-commerce technology,the development of e-commerce has shown an explosive situation,and online shopping has gradually become the mainstream.Online shopping has two parts: online sales,offline delivery,but at the present stage,the above two have not yet achieved perfect integration.At present,however,the integration of the two is not perfect,and there are many examples of service failure,especially the failure of online delivery service.If the service fails,the company must maintain the customer relationship,and its key content is service recovery.An important factor affecting service recovery is service recovery expectation.It is worth studying what factors affect customer service recovery expectations and how to reduce customer service recovery expectations.First of all,this article through the literature research and preliminary research,to express the theory of service recovery were reviewed,and research on the basis of the theory,choose a downwind Courier as case study object,to evaluate the quality of the service recovery,and then find out the reasons of the existence of service failures,and then improve the express enterprise service recovery measures are put forward.For delivery,express service recovery after the delay problem,can strengthen their consciousness of service recovery,to improve the overall quality of service,it is very important for the private Courier.In perfecting market rules and the increasing competition in the future,private Courier neither the natural monopoly advantages of state-owned enterprises,also does not have the foreign capital enterprise strong capital,talent and technology guarantee,only on the basis of cost advantage to remain the same,constantly improve the quality of service,pay attention to service recovery,can be in a good position full of potential for express delivery market.For customers,the research on service recovery to make customers understand the enterprise after the Courier delay can do,what to do,and enterprise attaches great importance to the service recovery,nature also maintain the interests of customers,promote the benign development of express delivery market.In the existing literature,however,the study of the influence factors of service recovery expectation is not much,and is mainly aimed at the general shopping situation,the lack of online and offline channels combining the situation of the research.In essence,customers face the failure of courier services in the online shopping process,and most of them complain tothe network operators,instead of requiring the express delivery companies to take service remedies.Based on this,this study is based on the quality evaluation of service recovery,and studies the service quality of the express company,thus promoting the development of logistics enterprises in China.