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
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;
Conference_Titel :
E-Product E-Service and E-Entertainment (ICEEE), 2010 International Conference on
Conference_Location :
Henan
Print_ISBN :
978-1-4244-7159-1
DOI :
10.1109/ICEEE.2010.5661434
