Logistics Service Supply Chain Service Recovery System Research

With the continuous improvement of people's living standards, the service industry is becoming highly valued. Following problem is that no matter how perfect service it is, service failure is inevitable and service recovery can not be avoided. Based on the theory of logistics service supply chain management and service recovery, this dissertation adopts methods of measurement analysis and normal analysis, combination of theoretical research and practical research. Based on the logistics service supply chain research which is integrated logistics service provider as the core,from the viewpoint of logistics service company service process, this dissertation proposes a model of the logistics service supply chain's service recovery system. This model includes logistics service quality evaluation systems, logistics services pre-remediation systems, logistics services response system.Firstly, the dissertation introduces the background, significance, research content and research status home and abroad. After systemly studying related comprehensive research home and abroad, the basic framework of this article is structured.Secondly, the theory of logistics service supply chain and service recovery system is introduced. The theory includes service supply chain defined and the difference with traditional service supply chain, logistics service supply chain inner mechanism and core, service failure and service recovery definition and classification theories.Thirdly, the dissertation defines constructing logistics service recovery principle and the process of logistics service recovery, expounds the selection of quality evaluation index and quality evaluation method, introduces tow parts of logistics service recovery system.Fourthly, the dissertation establishes a model of integrated logistics service provider's service recovery in logistics supply chain. Through improving the integration logistics service supplier's service level to improve the overall level of supply chain service. Through the improvement of logistics service quality gap model (SERVQUAL model), it selects the evaluation index, analyses the formation mechanism of logistics service mistakes, uses the fuzzy AHP evaluation method for evaluating logistics service quality, providing the basis of constructing logistics service recovery system. Constructing the logistic service quality evaluation system and logistics service recovery pre-remediation system, logistics service recovery reaction system. Data is collected through questionnaires, and matlab software is used for data processing. A case analysis is given to improve service quality in logistics service recovery system.Last is the summarize of the whole dissertation and its limitations.