天津港A集装箱码头客户服务管理体系研究

发布时间：2018-06-18 04:14

本文选题：集装箱码头 + 服务管理　；参考：《大连海事大学》2017年硕士论文

【摘要】：优质服务是港口企业生存与发展的生命线。进入新世纪新阶段,随着全球经济发展趋势的不断变化,以及广大客户需求的不断提升,作为主要提供集装箱装卸、堆存等功能性物流服务的集装箱码头企业,传统的生产型服务已经不能满足当今市场的需求。纵观码头行业市场竞争,是服务软、硬件全方位的竞争,包括设施设备是否能够满足船舶深水化、大型化的发展需求,生产管理是否实现数字化、高效率,服务人员能否达到专业性、标准化,服务关系能否实现与客户合作共赢。只有通过超前研究客户需求,不断提高服务理念,积极改善服务环境,努力创新服务内容,拓宽丰富服务方式,才能使集装箱码头企业切实增强核心竞争力,从而实现维系老客户、吸引新客户、提高客户利润贡献率的目的。本文主要以天津港A集装箱码头为适应国际航运市场发展形势的变化,应对在客户服务管理中出现的各类问题,做出的服务发展战略调整、服务管理模式调整,以及在服务品牌建设、数字化建设、多元化建设、服务文化建设方面实施的对策、方法为实例,综合运用服务管理、服务质量、运营管理等相关理论知识,以文献索引法、分析法等为主要研究方法,对集装箱码头服务管理体系进行分析、研究。基于此,文章主要从六个部分进行论述。第一部分是绪论,主要从研究的背景、研究的意义、国内外研究的现状、研究的内容与方法,以及研究拟解决的关键问题入手,对论题进行论述;第二部分是相关理论概述,主要对服务管理、国际集装箱运输等相关理论知识进行介绍,为文章的写作奠定理论基础,确保论文研究的真实性和有效性;第三部分主要是现状及问题分析,针对研究对象——天津港A集装箱码头,其客户服务管理的现状与问题进行阐述和分析,并紧密结合当前天津港整体集装箱行业发展的现状简介、天津港A集装箱码头的发展历史与沿革、客户服务管理的现状、客户服务管理存在的问题与原因分析,从而引发出天津港A集装箱码头客户服务管理体系构建的必要性;第四部分主要对客户服务管理体系的构建进行分析,提出体系构建的原则与步骤,以及硬件提升、数字化建设、环境建设等重要因素对构建体系的重要作用;第五部分是实施策略,深入研究服务文化、服务品牌、服务队伍建设,以及客户关系管理、多元化服务,对服务管理体系的促进作用;第六部分对文章进行总结,并对研究尚且不足的部分进行说明。
[Abstract]:High-quality service is the lifeline for the survival and development of port enterprises. Entering a new stage in the new century, with the continuous changes of the global economic development trend and the continuous upgrading of customer demand, as a container terminal enterprise which mainly provides container handling, storage and other functional logistics services, Traditional production services can no longer meet the needs of today's market. Looking at the market competition of wharf industry, it is the competition of service software and hardware, including whether facilities and equipment can meet the needs of deep-water ship, large-scale development, whether the production management can realize digitization and high efficiency, Service personnel can achieve professionalism, standardization, service relationship can achieve win-win cooperation with customers. Only by studying customer demand ahead of time, improving service concept, improving service environment, innovating service content and broadening service mode can container terminal enterprises enhance their core competitiveness. In order to maintain old customers, attract new customers, improve customer profit contribution rate. This article mainly takes Tianjin Port A container terminal to adapt to the change of the international shipping market development situation, to deal with all kinds of problems in customer service management, to make the adjustment of service development strategy and service management mode, And in the service brand construction, the digital construction, the diversification construction, the service culture construction aspect implementation countermeasure, the method is the example, synthetically uses the service management, the service quality, the operation management and so on related theory knowledge, with the literature index method, This paper analyzes the service management system of container terminal. Based on this, the article mainly discusses from six parts. The first part is the introduction, mainly from the background of the study, the significance of the study, the current situation of domestic and foreign research, the content and methods of the study, and the key issues to be solved, the second part is the summary of relevant theories. It mainly introduces the related theories such as service management, international container transportation and so on. It lays a theoretical foundation for the writing of the article and ensures the authenticity and validity of the thesis. The third part is mainly about the current situation and the problem analysis. In view of the research object, Tianjin Port A Container Terminal, the current situation and problems of customer service management are expounded and analyzed, and a brief introduction of the current situation of Tianjin Port container industry development is closely combined. The history and evolution of Tianjin Port A container terminal, the current situation of customer service management, the problems and causes of customer service management, and the necessity of constructing customer service management system of Tianjin Port A container terminal; The fourth part mainly analyzes the construction of customer service management system, puts forward the principles and steps of the system construction, as well as the important factors such as hardware upgrading, digital construction, environmental construction and other important factors to build the system. The fifth part is the implementation strategy, in-depth research service culture, service brand, service team building, as well as customer relationship management, diversified service, the promotion of service management system. And the insufficient part of the study is explained.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F552.6;F274

【参考文献】