快递物流服务质量监管研究

发布时间：2018-03-08 07:04

本文选题：快递　切入点：物流服务质量　出处：《哈尔滨工业大学》2015年硕士论文　论文类型：学位论文

【摘要】：快递物流业是一种新兴服务业,是物流业的重要组成部分。我国快递物流业近年来随着网络购物模式的巨大发展,业务量呈现了高速的增长,2014年已经超越美国,跃居世界第一。然而,与其规模发展速度不相适应的是,快递物流服务质量水平普遍较低,快件延误、损毁、丢失等现象层出不穷,寄递安全事故时有发生。这些现象除了快递物流企业自身的原因之外,与政府监管部门的监管策略与手段也密切相关。因此,论文以目前监管部门对于快递物流服务质量的监管为研究对象,通过查阅国内外相关文献,结合理论分析法、案例分析法以及博弈分析法等对目前的监管问题进行分析,试图深化对该行业监管的研究。论文通过列举典型案例,分类分析快递物流服务质量问题,并总结出快递物流服务质量监管应关注的重点,即服务流程的规范性。结合社会管制理论、激励相容理论以及利益相关者理论对目前我国快递物流服务质量的监管现状进行了分析,总结出目前我国快递物流服务质量监管中存在检查内容不全面、监管措施执行效果差、利益相关者参与度较低等问题,并在理论与相关事实材料的基础上,对产生以上问题的原因进行分析。在此基础上运用博弈分析工具,对快递物流服务质量的监管部门与快递物流企业的行为决策进行分析,其后对博弈模型进行改进,证明了消费者参与监管的意义所在。通过此博弈模型找出了影响监管部门与快递物流企业行为策略的因素以及策略空间,为提出监管策略的改进提供依据。根据博弈模型的分析结果,结合美国与日本的快递物流监管经验,联系我国实际,提出快递物流服务质量监管应在依法监管、自律和监管相结合以及关注服务流程原则的基础上,完善服务质量检查内容,促进监管的激励相容以及鼓励以消费者为代表的利益相关者参与,并且应为监管的有效执行提供一个保障环境。
[Abstract]:Express logistics industry is a new service industry and an important part of logistics industry. With the rapid development of online shopping mode in recent years, China's express logistics industry has seen a rapid growth in business volume. In 2014, China's express logistics industry has surpassed the United States. However, the quality of express delivery logistics services is generally low, express shipment delay, damage, loss and other phenomena emerge in endlessly. In addition to the reasons of the express logistics enterprises themselves, these phenomena are closely related to the regulatory strategies and means of the government regulatory authorities. This paper takes the supervision of express logistics service quality as the research object, through consulting the relevant literature at home and abroad, combining with theoretical analysis, case analysis and game analysis to analyze the current regulatory issues. This paper attempts to deepen the research on the supervision of the industry. By enumerating typical cases, the paper classifies and analyzes the service quality of express logistics, and summarizes the key points that should be paid attention to in the supervision of the service quality of express logistics. That is, the standardization of service flow, combined with the theory of social regulation, incentive compatibility theory and stakeholder theory, this paper analyzes the current situation of the supervision of the service quality of express logistics in China. Summing up the problems in the supervision of express logistics service quality in our country, such as the inspection content is not comprehensive, the effect of supervision measures is poor, the participation of stakeholders is low, and on the basis of theory and relevant facts, On the basis of analyzing the causes of the above problems, the author analyzes the behavior decisions of the supervision department of express logistics service quality and express logistics enterprises by using game analysis tools, and then improves the game model. Through this game model, we find out the factors and strategy space that influence the behavior strategy of supervision department and express logistics enterprise. According to the analysis results of game model, combined with the experience of express logistics supervision in the United States and Japan, and the reality of our country, this paper puts forward that the supervision of service quality of express logistics should be supervised according to the law. Improve the content of service quality checks, promote regulatory incentives, and encourage the participation of consumer-represented stakeholders, based on a combination of self-regulation and regulation and a focus on the principles of service flow, And should provide a safeguard environment for the effective enforcement of supervision.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F259.2

【参考文献】