| 基于平衡计分卡的民航快递服务管理 |
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| 引用本文： | 谢泗薪 吴桐水 陈鸣. 基于平衡计分卡的民航快递服务管理[J]. 中国民航学院学报, 2005, 23(1): 1-6 |
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| 作者姓名： | 谢泗薪 吴桐水 陈鸣 |
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| 作者单位： | [1]中国民用航空学院管理学院,天津300300 [2]天津市中环电子计算机公司，天津300190,天津300300 |
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| 基金项目： | 国家自然科学基金资助项目(70472053)，中国民用航空学院科研启动基金资助项目(04-qd-10). |
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| 摘 要： | 在剖析平衡计分卡战略思维的基础上，对民航快递服务质量展开实证调查，探讨中国民航快递公司在知识经济浪潮的冲击下，如何从新的战略视野设计服务运营平衡计分卡，建立战略管理绩效评估体系，全面实施服务管理，以改善服务遭遇，提升员工素质，优化顾客关系，为发展第三方物流奠定基础。
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| 关 键 词： | 平衡计分卡 服务管理 服务遭遇 顾客关系管理 中国民航快递 |
| 文章编号： | 1001-5000(2005)01-0001-06 |
| 修稿时间： | 2004-09-24 |
Service Management of China Air Express Based on Balanced Scorecard |
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| XIE Si-xin,WU Tong-shui,CHEN Ming. Service Management of China Air Express Based on Balanced Scorecard[J]. Journal of Civil Aviation University of China, 2005, 23(1): 1-6 |
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| Authors: | XIE Si-xin WU Tong-shui CHEN Ming |
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| Affiliation: | XIE Si-xin1,WU Tong-shui1,CHEN Ming2 |
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| Abstract: | On the basis of analyzing the strategic thought of the balanced scorecard,the authors,through a real case-linked survey on the service quality of China air express,discussed a way of how to establish an appraising system to assess strategic management efficiency.At the time when the air express service bears the brunt of the knowledge economy,it is very important,from a fresh perspective,to deliberate how to design a service-operation balanced scorecard to implement an overall service management to the effect that service quality and personnel performance are upgraded,an ideal service environment and an optimistic relationship with customers are achieved,and a solid foundation is laid for the development of the third party logistics. |
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| Keywords: | balanced scorecard service management service encounter customer relation management China Air Express |
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