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

Volume

1

fYear

2008

fDate

12-15 Oct. 2008

Firstpage

1221

Lastpage

1226

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;

fLanguage

English

Publisher

ieee

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

Type

conf

DOI

10.1109/SOLI.2008.4686585

Filename

4686585