Research On Logistics Service Recovery System Based On Service Profit Chain

As a kind of producer service, logistics combines production,circulation and consumption. Speeding up the development of logistics has great significance to optimize the disposition of resources, improve investment environment, whereby to raise the quality of economy functioning, strengthen competition ability and finally advance the fundamental change of economic restructing and economic increasing form. Service quality has been the main facet in the competition of logistics industry, which is getting increasingly competitive nowadays. However, the service characteristics of logistics can easily lead to uncertainty of the Service Delivery System It is impossible to avoid the service failure. The logistics enterprises need getover the problems and disadvantages through sustaining service recovery in order to optimize the service operation system. It is important to analyze the root source of the logistics service failure and to construct service recovery system based on service profit chain theory. This system contains both external and internal.service recovery, which is beneficial for the logistics enterprises to maintain customer relationship,to make dissatisfied customer satisfied,, to gain long-term competitive advantage and profits.This paper reviews related literature on service profit chain and service recovery, introduces basic essence of the theory and application methods, and summarizes the relationship between them. What's more important, this studies the formation mechanism of logistics servive failure from the servive profit chain angle. Furthermore, the author constructs a general service recovery system based on service profit chain theory. This text contains 6 parts. Chapter1, Introduction. Analyze the era background and significance of topic selection, introduces the present studies on service profit chain and service recovery, as well as the study aim, research methods and innovative points. Chapter 2 descibes the basic theories about service profit chain, service failure, and service recovery, further concludes the relationship between service profit chain and service recovery, which shows the importance of the construction of service recovery syetem. Chapter 3 introduces the concept of logistics and logistics service failure besides their categories, then from the service profit chain theory, analyses the root source of logistics service failure. Chapter 4, defines logistics service recovery system, and then studies the principles and the influencing factors, finally construct the general logistics service recovery system based on service profit chain. Chapter 5, through investigating Tianjin logistics center, analyses the root source of the firm's logistics service failure, and also puts forward some advices to contrast a logistics service recovery system on the base of service profit chain. Chapter 6 comes to conclusions.