DocumentCode
537404
Title
Experimental Study on Logistics Customer Complaint Management
Author
Li, Ze-ping ; Li, Li-li ; He, Bin ; Liu, Jian-ping
Author_Institution
Sch. of Manage., Guangdong Univ. of Technol., Guangzhou, China
fYear
2010
fDate
7-9 Nov. 2010
Firstpage
1
Lastpage
5
Abstract
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
customer services; logistics; customer complaining behaviors; logistics customer complaint management; logistics enterprises; logistics service staffs; management experimental method; Customer satisfaction; Customer service; Education; Lead; Logistics; Presses; Psychology;
fLanguage
English
Publisher
ieee
Conference_Titel
E-Product E-Service and E-Entertainment (ICEEE), 2010 International Conference on
Conference_Location
Henan
Print_ISBN
978-1-4244-7159-1
Type
conf
DOI
10.1109/ICEEE.2010.5661434
Filename
5661434
Link To Document