عنوان انگلیسی مقاله: 

Experimental Study on Logistics Customer Complaint Management

ترجمه عنوان مقاله: مطالعه تجربی در مدیریت شکایات مشتریان لجستیک

رشته: مدیریت بازاریابی

سال انتشار: 2010

تعداد صفحات مقاله انگلیسی: 5 صفحه

منبع: IEEE

نوع فایل: pdf

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چکیده مقاله

Based on management experimental method, the paper studies logistics customer complaint management. There are two purposes in our research. One is to analyze the factors influencing customer complaining behaviors and the factors influencing logistics service staffs how to deal with complaints. The other is how to choose suitable logistics service staffs. The study is helpful to improve the abilities of logistics service, and is capable to afford theoretical guide for selecting high level logistics service staffs for logistics enterprises.

Keywords: Logistics, Customer Complaint Management, Management Experiment

فرضیات مقاله

H1: Customers’ personal personalities have great impact on customer complaining behavior.
And this hypothesis can be divided into four small hypotheses as follows:
1) H11: When coming up against problems, the bilious or sanguineous customers rather than viscous or depressed customers are much more inclined to complain about their problems to enterprises.
2) H12: When coming up against problems, the customerswith better education are much more inclined to complain about their problems to enterprises.
3) H13: When coming up against problems, men are much more inclined than women to complain about their problems to enterprises.
4) H14: Customers’ complaining behavior has certain relation with their ages.

H2: Single factor and synthetic factor has different impact on customer complaining behavior. And this hypothesis can be divided into two small hypotheses as follows:
1) H21: Different single factors have different impact on customer complaining behavior, among which customers’ psychology has the strongest impact on customer complaining behavior.
2) H22: Different synthetic factors have different impact on customer complaining behavior, among which service quality has the strongest impact on customer complaining behavior.

H3: From the perspective of service staffs, cooperation ability, communication ability, responsibility, self-control,individual culture and psychology have certain impact on synthetic ability.

H4: From the perspective of service staffs, synthetic ability has certain impact on service performance.

H5: Timely dealing with complaining, customer satisfaction and group cooperation have certain impact on service performance of logistics service staffs.

 

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