珠三角物流企业服务质量控制体系研究

摘要

随着信息技术的迅猛发展和经济全球化进程的加快，物流作为国民经济的“第三方利润源” 已成为人们普遍关注的一个新的经济热点。21世纪，中国物流业持续升温，发展势头迅猛。但是，加入WTO之后，国外很多大型物流企业纷纷进入中国，给国内物流企业带来机遇的同时也带来了挑战。珠三角物流企业要在激烈的竞争环境中脱颖而出，关键在于物流服务质量控制。本文对国内外物流企业服务质量研究进行了较详细的综述，探讨了物流服务质量及质量控制的相关概念，分析了珠三角物流企业在服务质量管理上存在的问题，依托物流服务质量目标，通过方案设计和过程质量控制方法，结合质量控制结果测评，构建了珠三角物流企业服务质量控制框架。

关键词 珠三角；物流服务；质量控制体系
Abstract

With the rapid development of IT and the acceleration of the process of economic globalization, Logistics, as the third source of profits, has become a new economic spots of common concern. The 21st century, China's logistics industry continues to heat up and have a rapid development trend. However, after enter WTO, many large foreign logistics enterprises have entered China, it also brings challenges and opportunities to the domestic logistics enterprises. If the logistics enterprises in Pearl River Delta want to stand out from the competitive environment, the key is to control the quality of logistics services. The thesis based on the study of logistics enterprises service quality of comprehensive review, explore the related concepts of logistics service quality and quality control, analysis of the influence factors of the quality of logistics services in the Pearl River Delta, combined with quality control results, build a logistics service quality control framework relying on logistics service quality control objectives through program design and process quality control method.

Key words  Pearl River Delta region, logistics enterprise, service quality，control systems

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