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1、基于客戶(hù)價(jià)值的聯(lián)邦快遞公司的配送研究【摘要】在當(dāng)今競(jìng)爭(zhēng)愈發(fā)激烈的商業(yè)環(huán)境中，企業(yè)間的競(jìng)爭(zhēng)已向買(mǎi)方市場(chǎng)為主導(dǎo)的時(shí)代轉(zhuǎn)變。競(jìng)爭(zhēng)對(duì)手日益增多增強(qiáng)，相應(yīng)擴(kuò)充的多種類(lèi)型的業(yè)務(wù)，迫使企業(yè)之間的競(jìng)爭(zhēng)持續(xù)升溫，同時(shí)，由于產(chǎn)品的選擇，購(gòu)物方式拓寬，越發(fā)成熟的消費(fèi)行為，使得客戶(hù)要對(duì)某一企業(yè)保持絕對(duì)忠誠(chéng)具有較大的難度。而且隨著時(shí)代的不斷發(fā)展，人們的需求也呈現(xiàn)出個(gè)性鮮明和多樣化的狀態(tài)，所以企業(yè)很難用相同的產(chǎn)品或服務(wù)來(lái)滿(mǎn)足客戶(hù)多樣化的需求。為此，對(duì)客戶(hù)價(jià)值的分析和研究成為快遞企業(yè)掌握和滿(mǎn)足客戶(hù)需求，提高客戶(hù)的滿(mǎn)意度和忠度的首選途徑，快遞公司可以采取行之有效的措施，使自己
2、的發(fā)展壯大，并立于不敗之地。本課題的研究目的是從客戶(hù)價(jià)值的角度為聯(lián)邦快遞的配送問(wèn)題提出新的見(jiàn)解和想法。通過(guò)資料收集，文獻(xiàn)研究，個(gè)案分析等方法，本文從客戶(hù)價(jià)值出發(fā)，分析了客戶(hù)價(jià)值的內(nèi)涵以及客戶(hù)價(jià)值的兩個(gè)方面，并以聯(lián)邦快遞為例，研究了其運(yùn)用客戶(hù)價(jià)值的諸多表現(xiàn)，然后在客戶(hù)價(jià)值的基礎(chǔ)上對(duì)聯(lián)邦快遞（中國(guó)）公司的配送進(jìn)行診斷，得出了些許診斷結(jié)果。最后基于客戶(hù)價(jià)值針對(duì)這些不足提出相應(yīng)的改進(jìn)策略。【關(guān)鍵詞】客戶(hù)價(jià)值，聯(lián)邦快遞，配送，客戶(hù)服務(wù)-19-【abstract】Nowadays,thecompetitiveofexpressindustryincreas
3、ingfastly,competitionamongenterpriseshasbecometoabuyer'smarket-drivenerachange.Thetheincreasingnumberofcompetitorsenhancedcorrespondingexpansionofavarietyoftypesofbusiness,forcingcompetitionamongenterprisescontinuestoheatup.Andatthesametime,duetothechoiceofproducts,broadensh
4、opping,moreandmorematureconsumerbehavior,enablingtherehasmuchdifficultforenterpriserstomakethecustomermaintingaabsoluteloyaltytotheirproductsorservice.Withthecontinuousdevelopmentofthesociety,theneedsofpeopleshowingadistinctiveanddiversestate,sodifficultforenterprisestouseth
5、esameproductsorservicestomeetthediverseneedsofcustomers.Tothisend,analysisingcustomervaluecanhelpenterprisegraspandmeetcustomerdemand.Itisthefirstchoicetoimprovecustomersatisfactionandloyalty.Couriercompaniescantakeeffectivemeasurestomaketheirowndevelopmentandgrowth,andremai
6、nunbeatenland.ThepurposeoftheresearchprojectsisfromthepointofviewofthecustomervalueforputtingforwardtheFedExdeliverynewinsightsandideas.Bythemethodofdatacollection,literatureresearch,caseanalysis,maketheexplanationofthemeaningofcustomervalueandcustomerfeature.AndtakingtheFed
7、Exasanexample,Analysisitscustomervalueperformance,thenfindtheweaknessofFederalExpress(China)company'sdistributiononthebasisofcustomervalue,drawingsomediagnosticresults.Finally,putforwardsomeimprovingmeasuresforthesedeficienciesbasingoncustomervalue.【Keywords】customervalue,Fe
8、dEx,distribution,customerservice-19-目錄第一章客戶(hù)價(jià)值的理論綜述-------------------------
