Title :
Study on logistics service recovery system based on service profit chain
Author :
Zhan, Yinghua ; Jiang, Lihua ; Meng, Fancui
Author_Institution :
Sch. of Bus., TJUFE, Tianjin
Abstract :
The uncertainty inherent in logistics makes the service failure unavoidable. Once the service failure occurs, the service recovery will become the necessary line of defense within the service profit chain. The establishment of logistics service recovery system based on service profit chain aims to promote the sustainable development of logistics enterprises by implementing service recovery timely and improving service quality, and push the enterprise into the sustainable ´Service Profit Cycle´. The thesis analyses the mechanism of logistics service failure from the viewpoint of service profit chain, and proposes the general model of logistics service recovery system, which may provide reference for logistics enterprises.
Keywords :
logistics; profitability; service industries; sustainable development; logistics enterprises; logistics service failure; logistics service recovery system; service profit chain; sustainable development; Communication system operations and management; Customer satisfaction; Document handling; Failure analysis; Industrial relations; Logistics; Modems; Productivity; Sustainable development; Uncertainty; Service profit chain; logistics service; service recover;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4686585
