Research On Service Risk Management Of Private Express Enterprise In China

With the improvement of people's living standards and the rise of online shopping,express delivery industry has developed rapidly,and the quality of express delivery service has also become the common concern of consumers and express delivery companies.However,there're many risks in express delivery service such as delay,damage,loss and toxic express,which all reflect the loopholes in express service and bring many problems to the interests of consumers and the long-term development of the enterprise.Therefore,how to reduce the risk of courier service to meet the needs of consumers and realize the long-term development of enterprises has become a focus to for courier companies.Private express enterprises are numerous and developing rapidly in china,and have become the main part of the domestic express delivery market.Meanwhile there are also many service risks,This thesis studies the service risks of the private express enterprise and analysis that how the risks caused by the loopholes of internal and external value chain activities in the private express delivery enterprises'.On this basis,proposes the corresponding risk control strategies.The main contents of this paper include the following seven aspects:The first part illustrates the research background,reviews the relevant literature.And then elaborates the significance,research content,technical route and innovation of this paper;The second part summarizes relevant theories which lays the theoretical foundation for the following study;The third part elaborates the value chain activities of private express and the reasons of service risk management;The fourth part constructs the primary evaluation index system of service risk of private express based on the value chain theory,and use the AHP and domain radius to select and optimize the system;The fifth part evaluates the service risk of private express by using the Bayesian network risk evaluation model,draws the risk level and risk cause chain;The sixth part put forward risk control strategy based on the risk evaluation result;The seventh part verifies the applicability of the risk evaluation index system and the operability of the Bayesian network risk assessment model by taking Z Express delivery enterprises as an example.The innovation points are as follows in the paper.Firstly,in theory,this paper study service risks based on the value chain of express enterprise,which broadens the perspective of risk identification in express delivery service,and enriches the application of value chain theory.Then,conducting the evaluation index system of service risks of express enterprise with strong practicability,based on value chain theory and combined with the results of on-the-spot investigation and questionnaire release,which makes up for the lack of existing research express delivery,In the aspect of evaluation method,this paper innovatively adepts Bayesian Network Model to evaluate the service risks of China's private express delivery companies.Using the reasoning ability of uncertainty events of the Bayesian Network,and it lays the foundation for obtaining scientific evaluation results.