| 摘要(英) |
With the development of the national economy and the advancement of technology, the development of logistics technology has gradually entered the stage of automation and information from traditional human operations; at this time, the quality of logistics services has also advanced from "on-time delivery" to "correct delivery" , Or even begin to self-request how to improve "customer satisfaction"? The relationship between the customer and the service provider started with the service provider as the center and gradually changed to the customer as the center. This is a major breakthrough in service quality, and even "customer first" has become the highest purpose of service.
But is "customer first" really the ultimate goal of service? When the customer′s consumption habits change rapidly due to the impact of the external environment and the advancement of technology, service is no longer a unidirectional requirement. "Co-creating value" will be the criterion for development at this stage. Evolving into a partnership, the two parties will create value together in the service process; in particular, "innovative services that meet customer needs early" will be the key to the success of the enterprise (Note).
The supply chain includes manufacturing/services, markets, and logistics (Note), which are similar to the logistics characteristics described in Section 3 of this paper, and can explain the relationship between each other; the reason for the failure of so many companies in e-commerce is to ignore the importance of logistics. And to cope with changes in the market environment (Note); and the success of logistics must increase efficiency, effectiveness, and differentiation, these three are indispensable (Note); individual customers relationship And service innovation is the biggest change of information communication technologies in the traditional logistics industry (Note); and in response to the impact of dramatic changes in the external environment, forecasting the order demand of logistics centers has become more difficult, based on The characteristics of PPM (Product, Process, Market) determine its management mechanism and information flow (Note).
The rise of electronic commerce (EC, Electronic Commerce), because of its characteristics of speed and connectivity, it is necessary to re-establish its relationship with suppliers and customers (Note); EC′s online marketing has changed the relationship between the 4P of traditional marketing mix, the relationship between 4P is no longer clearly defined, and information will be an important product (Note); the dual power of early promotion of EC is technology and economy, but the biggest influence in the 21st century is consumers behavior (Note), this is indeed the case with the current development results; IT′s evolution has reorganized logistics into two different but connected areas: physical logistics and information flow, the rapid development of EC, also promoted the special processing of entities Of third-party logistics companies have risen and even established strategic alliances with them (Note). The questionnaire surveyed in this paper also includes third-party logistics companies. The important satisfaction level that determines EC is: In the EC competitive environment, information technology is the most effective and substantial method to improve service quality BSQ (Business Service Quality) (Note).
This article is divided into functions from the second chapter description, which can be divided into 12 logistics industries (Note), and then focus on the logistics of the retail industry, and then focus on the logistics center of the e-commerce flow, and discuss the logistics automation of the logistics center Levels and enhancements.
The evaluation method of this paper is to use a questionnaire co-designed with Professor Lu, and at the same time to establish an evaluation model, that is, to estimate the logistics level of the company under investigation at this stage, then the author can put forward program suggestions to allow the company to create greater Service innovation. The research of this paper starts with the characteristics and contents of logistics 4.0, and then introduces logistics-related technologies, and then starts an evaluation survey mode. Through the investigation and consolidation of relevant domestic enterprises with indicators, the most suitable model for logistics services and the next level of advanced services are sought. Work hard for goals. The service level is not the best, but our goal is to find the most suitable and satisfactory logistics service. |
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