邮政配送服务质量的研究

西南交通大学硕士学位论文邮政配送服务质量的研究姓名：崔建明申请学位级别：硕士专业：企业管理指导教师：叶乃沂20060601邮政配送服务质量的研究作者：崔建明学位授予单位：西南交通大学参考文献(61条)1.参考文献2.刘向阳西方服务质量理论的发展分析及其启示[期刊论文]-科技进步与对策2003(8)3.GronroosAServiceQualityModelanditsMarketingofService19824.AVAZeithaml.LLBerryAconceptualmodelofservicequalityanditsimplicationsforfutureresearch19855.VAZeithal.LLAParasuramanCommunicationandcontrolprocessinthedeliveryofservicequality19886.JayUSterling.DouglasMLambertCustomerServiceResearch:PastPresentandFuture1989(02)7.DanielEInnis.BernardJLaLondeCustomerService:TheKeytoCustomerSatisfaction,CustomerLoyalty,andMarketShare1994(01)8.DonaldWJacksonj.JanetEKeith.RichardKBurdickExaminingtheRelativeImportantofPhysicalDistributionService1996(02)9.NormanEMarrDoMangersReallyKnowWhatServiceTheirCustomersRequire?1994(04)10.LynnEdwardGillDeliveryTerms-ImportantElementofPhysicalDistribution2001(02)11.MartiJRhea.DavidLShrockMeasuringTheEffectivenessofPhysicalDistributionCustomerService12.StanleyEFawcett.MBixbyCooperLogisticsPerformanceMeasurementandCustomerSuccess199813.GanlandChow.TrevorDHeaver.LennartEHenrikssonLogisticsPerformance:DefinitionandMeasurement1994(01)14.PatriciaJDaugherty.TheodorePStank.AlexanderEEllingerLeveragingLogistics/DistributionCapabilities:TheEffectofLogisticsServiceonMarketShare1998(02)15.PeterGilmour.GeorgeBorg.PeterADuffy.NigelD.Johnston,B.E.LimbekMichaelR.ShawCustomerServiceDifferentiatingbyMarketSegmentInternational1994(04)16.范春梅.辛若朋物流绩效评价研究现状综述[期刊论文]-物流技术2004(9)17.王焰物流服务绩效标准及评价[期刊论文]-物流技术2002(1)18.王成现代物流管理实务与案例200119.孙宏岭.戚世均现代物流活动绩效分析200120.赵培忻.赵庆祯物流客户服务水平的模糊评价方法[期刊论文]-物流技术2003(12)21.朱俊.刘任葵第三方物流服务的顾客满意度研究[期刊论文]-物流技术2003(5)22.周涛.程钧谟.乔忠物流企业绩效评价体系及模糊综合评判[期刊论文]-物流技术2002(9)23.魏新军模糊聚类方法在物流绩效衡量中的应用[期刊论文]-物流技术2003(8)24.蔡定萍物流企业指标体系的构建2004(10)25.赵礼强.李一波.徐家旺第三方物流服务监控与绩效评价[期刊论文]-工业技术经济2004(2)26.张和平.张显东平衡计分卡法在供应链绩效评估中的应用[期刊论文]-物流技术2002(12)27.陈颖慧物流统计及评价指标体系的构建[期刊论文]-世界海运2003(4)28.秦应兵配送中心服务质量评价指标体系及其模糊综合评价[期刊论文]-物流技术2000(5)29.骆温平物流与供应链200230.王勇.杨文慧关于企业物流管理绩效评价体系的探讨[期刊论文]-商业研究2003(4)31.中国互联网热点调查(电子邮箱和网络购物)200432.CroninJJJr.TaylorSAMeasuringServiceQuality:ARexaminationandExtension199233.WoodsideAG.FreyL.DalyRTLinkingServiceQuality,CustomerSatisfactionandBehavioral198934.ZeithamlValarieA.BerryLeonardL.ParasuramanATheBehavioralConsequencesofServiceQuality199635.BouldingW.KalraA.StaelinR.Zeithaml,V.AADynamicModelofServiceQuality:fromExpectiontoBehavioral199336.WillamDPerreaultJr.FrederickARussPhysicalDistributionServiceinIndustrialPurchaseDecisions197637.OliverRichardLMeasurementandEvaluationofSatisfactionProcessesinRetailingSetting198138.ChurchillGliberAJr.CarolSuperenantAnInvestigationintotheDeterminantsofConsumerSatisfaction198239.TesDayvidK.WiltonPeterCModelsofConsumerSatisfactionFormation:AnExtension198840.ParasuramanA.VAZelthamL.LLBerryReassessmentofExpectataonsasAComparisonStandardinMeasuringServiceQuality:ImplicationsforFurtherResearch199441.Ostrom.IacobucciConsumerTrade-OffsandtheEvaluationofServices199542.JohnTMentzer.DanielJFlint.GTomas.M.HultLogisticsServiceQualityasaSegment-CustomizedProcess200143.BienstockCarolC.JohnTMentzer.MonroeMurphyBirdMeasuringPhysicalDistributionserviceQuality199744.BitnerMaryJoEvaluatingServiceEncounters:TheEffectsofPhysicalSurroundingandEmployeeResponses199045.Bitner.BernardHBooms.LoisAMohrCriticalServiceEncounters:theEmployee'sView199446.BrensingerRonaldP.DouglasMLambertCantheSERVQUALScaleBeGeneralizedtoBusiness-to-BusinessServices?199047.ByrnePatrickM.WilliamJMarkhamImprovingQualityandProductivityintheLogisticsProcess199148.DecarloThomas.ThomasWLeighImpactofSalespersonAttractinonSalesManagers:AttributonsandFeedback199649.DresnerMartin.KefengXuCustomerService,CustomerSatisfaction,andCorporatePerformance1995(01)50.HultG.TomasMManagingtheInternationalStrategicSourcingProcessasaMarket-DrivenOrganizationalLearningSystem1998(01)51.InnisDanielE.BernardJLalondeCustomerService:TheKeytocustomerSatisfaction,CustomerLoyalty,andMarketShare1994(01)52.MentzerJohnT.RogerGomes.RobertEKrapfelJrPhysicalDistributionService:AFundamentalMarketingConcept?198953.MentzerJohnT.StephenMRutner.KenMatsunoApplicationoftheMeans-EndValueHierarchyModelofUnderstandingLogisticsServiceQuality1997(9-10)54.ParasuramanA.ValarieAZeithaml.LeonardLBerryAConseptualModelofServiceQualtyandItsImplicationsforFutureResearch198555.RinehartLloydM.BixbyCooper.GeorgeDWagenheimFurtheringtheIntegrationofMarketingandLogisticsThroughCustomerService198956.SterlingJayU.DouglasMLambertEstablishingCustomerServiceStrategiesWithintheMarketingMix1987(01)57.JamesG.MaxhamⅢServicerecovery'sinfluenceonconsumersatisfaction,positiveword-of-mouth,andpurchaseintentions200158.苏金明.傅荣华.周建斌.张莲花统计软件SPASSforwindows实用指南200059.马庆国管理统计200360.王苏斌.郑海涛.邵谦谦SPSS统计分析200361.阿尔文C伯恩斯.罗纳德F布什营销调研2001相似文献(2条)1.学位论文宫庆灵我国邮政配送服务质量模型及其实证研究2007随着物流配送的快速发展，产品同质化现象的日益严重，顾客对配送服务的要求日益加大。国际物流公司的进入，加大了竞争的局面，这就使配送企业不得不关注服务质量问题。中国邮政长期以来一直处于垄断地位，市场观念十分淡薄，很多决策极少考虑市场。随着配送业的快速发展，服务质量受到越来越多的关注。提高服务质量已经成为企业取得优势的重要途径。但是中国邮政配送的服务大都偏重于外在表现形式，这也就导致我国邮政配送业普遍存在服务质量不高的现象。面对其他配送的激烈竞争和我国邮政配送自身存在的诸多问题，邮政作为我国最大的配送业也在努力寻找出路，可是结果却不容乐观。本研究采用实证研究