天津港物流客户服务管理策略研究

发布时间：2018-06-06 02:04

本文选题：物流客户服务 + 客户满意度　；参考：《大连海事大学》2012年硕士论文

【摘要】：随着港口企业的增多,市场竞争越来越激烈,港口企业要想在激烈的竞争中处于优势地位,最重要的就是关注客户的需要,提高客户的满意度和忠诚度。做为港口企业的典型代表——天津港,开始关注物流客户服务管理,将客户服务管理的理论应用到企业中。由于客户性质不同,天津港与客户之间的关系也不同,这是由港口企业的特征决定的。这种性质要求天津港能够根据客户的情况,为客户提供灵活性的服务。另外,天津港与客户之间的关系不是一次性的交易关系,而是长期的战略伙伴关系,要求天津港与客户之间默契合作,实现双赢。本文以天津港为研究对象,通过对物流客户服务管理理论研究,结合天津港的性质和特点,采用系统研究法、文献研究法、案例分析法等方法,介绍了物流客户服务管理的理论研究,突出了实用性、系统性和可操作性的特点,对天津港物流客户服务管理进行全面的分析,并结合天津港的实际案例,提出了一套符合天津港物流客户服务管理的策略。文章的基本脉络是：首先介绍物流客户服务管理的基本理论；其次,介绍天津港物流客户服务管理现状及天津港客户服务管理内容,结合天津港实际案例分析天津港客户及满意度,最后,提出天津港物流客户服务管理的策略。
[Abstract]:With the increase of the port enterprises, the market competition is becoming more and more fierce. The port enterprises want to be in the dominant position in the fierce competition. The most important thing is to pay attention to the customer's needs and improve the customer satisfaction and loyalty. As a typical representative of the port enterprise, Tianjin port is concerned with the management of customer service of logistics, and the management of customer service. The relationship between the Tianjin port and the customer is different because of the different customers' nature, which is determined by the characteristics of the port enterprises. This nature requires Tianjin port to provide flexible services to the customers according to the customer's situation. In addition, the relationship between Tianjin port and customer is not a one-time transaction relationship, but the relationship between the port and the customer is not a one-time transaction relationship. It is a long-term strategic partnership and requires a tacit cooperation between Tianjin port and its customers to achieve a win-win situation.
Taking Tianjin port as the research object, through the study of logistics customer service management theory and the nature and characteristics of Tianjin port, this paper introduces the theoretical research of logistics customer service management by means of systematic research, literature research, case analysis and so on, and highlights the practical, systematic and operational characteristics of the logistics of Tianjin port. A comprehensive analysis of customer service management, combined with the actual case of Tianjin port, has put forward a set of strategies for logistics customer service management in Tianjin port.
The basic thread of the article is: first, introduce the basic theory of logistics customer service management; secondly, introduce the current situation of logistics customer service management in Tianjin port and the content of customer service management in Tianjin port, analyze the customer and satisfaction of Tianjin port with the actual case of Tianjin port, and finally, put forward the strategy of customer service management of the logistics in the port of Tian Jin port.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F552.6

【参考文献】