|本期目录/Table of Contents|

[1]惠玉蓉.第三方物流企业的客户关系管理策略[J].长安大学学报(社科版),2006,8(04):5-9，19.
　HUI Yu-rong.Management strategies for customer relationship of the third party logistics enterprise[J].Journal of Chang＇an University(Social Science Edition),2006,8(04):5-9，19.
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《长安大学学报（社科版）》[ISSN:1671-6248/CN:61-1391/C]

卷:
第8卷
期数:
2006年04期
页码:
5-9，19
栏目:
交通运输与管理
出版日期:
2006-12-20

文章信息/Info

Title:
Management strategies for customer relationship of the third party logistics enterprise
作者:
惠玉蓉
长安大学经济与管理学院,陕西西安　710064
Author(s):
HUI Yu-rong
School of Economics and Management, Chang'an University, Xi'an 710064,Shaanxi, China
关键词:
交通运输工程; 物流管理; 第三方物流; 客户关系管理; 客户满意; 客户忠诚
Keywords:
traffic and transportation engineering;  logistic management;  third party logistics;  customer relationship management;  customer satisfaction;  customer loyalty
分类号:
F511. 41
DOI:
-
文献标志码:
A
摘要:
第三方物流企业资源闲置,而客户需求不足,这两者之间能否建立长期战略合作伙伴关系是 第三方物流企业发展一个重要保证。第三方物流企业服务水平的高低、战略目标和企业文化的融通 程度、分工明确程度、利益平衡、沟通程度及信息透明度是影响两者关系的重要因素。提出第三方物 流企业的客户关系管理策略,树立“一切以客户为中心”的管理理念;利用现代信息管理技术,在制定 战略规划时对客户进行归类;对组织的集权程度、管理层次及整合程度进行有效设计,并建立客户档 案,实现客户需求反馈,这些策略的实施对于第三方物流企业的发展有一定理论指导意义。
Abstract:
Aimed at the controdiction between idle resource of the third party logistics(TPL) enterprise and less demand of customers, the author thinks that long-term strategic partnership is an assurance of their relationship, and the service level of TPL, understanding degree of strategic goals and corporate culture, clarity of division, balance of profits, communicating degree and transparency of the information are the important factors to affect their relationship. The author puts forward for management strategies customer relationship of the TPL, establishes the customer-centered notion, suggests using the internet technology to classify the customer, designs the organization structure in centralization of state power, administrative levels and integration, and builds customer record to realize demand feedback, which will have the theoretical guidance for the further development of the TPL.

参考文献/References:

[1]　宋　周,何　燕.第三方物流中委托代理问题的经济 分析[J].商业研究.2004,24(7):138-140.
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[4]　董千里.物流市场营销学[M].北京:电子工业出版 社,2005.
[5]　刘胜春,李严锋.第三方物流[M].大连:东北财经大 学出版社,2006.
[6]　马士华,林　勇.供应链管理[M].北京:机械工业出 版社,2000.
[7]　杨文胜,李　莉.第三方物流企业与物流外包企业的 长期战略伙伴关系[J].企业经济,2004,24(8):52- 53.
[8]　袁玉玲.中国物流业的现状及发展趋势[J].长安大学 学报:社会科学版,2006,8(2):6-14.
[9]　邵兵家,于同奎.客户关系管理———理论与实践[M]. 北京:清华大学出版社,2004.
[10]　候发欣,张旭梅,但　斌.第三方物流企业的客户关系 管理[J].工业工程与管理,2004,4(4):35-39.

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备注/Memo

备注/Memo:
收稿日期:2006-04-22
作者简介:惠玉蓉(1978-),女,甘肃景泰人,讲师,工学博士研究生。
更新日期/Last Update: 2006-12-20