| 物流系统中的客户服务与企业竞争力 |
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| 引用本文： | 张桦.物流系统中的客户服务与企业竞争力[J].上海海事大学学报,2006(Z1). |
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| 作者姓名： | 张桦 |
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| 作者单位： | 山东济青高速公路高密管理处 山东高密 |
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| 摘 要： | 首先介绍客户服务的概念、特征、构成要素及标准;然后简要介绍客户关系管理,阐述企业竞争力的内涵,论述物流企业中客户服务对企业赢得竞争优势的重要性;最后指出客户服务水平绩效评价要素及如何不断改进企业客户服务水平以适应客户不断发展变化的需求．
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| 关 键 词： | 物流 客户服务 核心竞争力 客户关系 |
Customer service and competitive power of enterprise in logistical system |
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| ZHANG Hua.Customer service and competitive power of enterprise in logistical system[J].Journal of Shanghai Maritime University,2006(Z1). |
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| Authors: | ZHANG Hua |
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| Abstract: | The concept, character, element and standard of customer service are introduced first. Then the methods of managing customer relationship is briefed. The connotation of competition power of enterprise is elaborated and the importance of customer service for enterprises to win the competitive advantage is discussed. At last the factors for customer service assess are given and how to improve the customer service so as to meet customers' increasing needs is indicated. |
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| Keywords: | logistic customer service core competitive power custom relationship |
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