Research On Service Recovery Management Mechanism Of Private Express Delivery Enterprises Based On Service Failure

The service failure of courier service is inevitable.In the process of development of private express delivery enterprises,the courier service quality is very important.According to the characteristics of courier service,this paper constructed the service recovery management mechanism of private express delivery enterprises. This management mechanism has three parts:prevention mechanism mechanisms implementation mechanism and improved mechanism. This paper can be divided into three parts.1.Service failure analysis of private express delivery enterprisesIn this paper,the development status and the service characteristics were analyzed. On this basis, this paper constructed the courier service quality gap model and analyzed the controllable factors and uncontrollable factors of service failure.2.Build the management mechanism of express delivery enterprises.The courier service recovery management system consists of three parts:prevention mechanisms, mechanisms of implementation, improved mechanisms. In the three parts, prevention mechanisms was more important and was study deeply. In this part, the entire courier service process was divided into five aspects by courier service FMEA:inquiries, internal processing, delivery, human factors. The serious service failure was discriminated by gray correlation analysis method. According to the judgment, this paper present a series of service failure prevention measures.3.Empirical AnalysisIn this paper, a private express delivery enterprises in Qingdao was chosen to bethe research object of empirical analysis. At last, according to the private express delivery enterprise’s problem, some recommendations were made.