顺丰物流服务创新现状及对策摘要近年来，随着电子商务和网络购物平台的广泛普及，我国快递业迎来了高速增长期，国内的快递市场呈现多元化的竞争趋势，形成了民营企业市场份额持续扩大、行业并购重组盛行、快递与电商互相渗透的行业格局，其中的竞争主体主要包括国有快递企业、民营快递企业和外资快递企业三大类。目前，我国快递行业内的法律法规并不完善，民营快递企业由于缺少资金支持和政策扶持，受到来自国际快递企业和中国邮政的双重竞争威胁，呈现出多、小、散、乱的格局。同时，民营快递投诉频发，暴力分拣、私拆快件、违规处理“问题件”的内幕曝光说明加强民营快递企业的管理规范势在必行。本文选取顺丰快递为代表，通过实现资源的优化配置，将有限的人、财物集中于企业的核心业务，通过物流外包降低企业运作成本，针对上述情况，本文对顺丰物流企业服务质量的现状进行了分析探究，找出问题的关键，并就提升顺丰物流企业的服务质量提出了建设性的意见和规划，对加快顺丰物流发展具有积极的实现意义。关键词:顺丰物流；服务质量问题；改进对策AbstractInrecentyears,withthewidepopularityofe-commerceandnetworkshoppingplatform,expressdeliveryindustryusheredintherapidgrowthinChina,thedomesticexpressdeliverymarketshowedatrendofdiversificationofcompetition,formedtheprivateenterprisescontinuetoexpandmarketshare,industryofmerger,acquisitionandreorganizationinvogue,expressandelectricitytheindustrypatternofmutualpenetration,thecompetitionmainbodymainlyincludestate-ownedexpressdeliveryenterprises,privateCouriercompaniesandforeignexpressenterprisesthreecategories.Atpresent,China'sexpressdeliveryindustrywithinthelawsandregulationsarenotperfect,privateCourierenterpriseduetolackoffinancialsupportandpolicysupport,frominternationalexpresscompaniesandthedoublecompetitivethreatofChinapost,more,thepatternofsmall,scatteredanddisorderly.Atthesametime,privateCourierfrequentcomplaints,violencesorting,openingexpress,violationsofdealingwiththe\"problem\"theRevelationsthatspecificationisimperativetostrengthenthemanagementofprivateCourierenterprise.Thispaperselectedalongabundantexpressastherepresentative,throughtoachievetheoptimalallocationofresourcesandwealth,willbelimitedtofocusonthecorebusiness,throughthelogisticsoutsourcingtoreduceenterpriseoperatingcosts,accordingtotheabovesituation,inthispaper,themotiononthecurrentsituationoflogisticsenterpriseservicequalityanalysis,findoutthecruxoftheproblem,andimprovethequalityofserviceofsuitableabundantlogisticsenterprisesputforwardtheconstructiveSuggestionsandplanning,toacceleratethedevelopmentofthelogisticsmotionhasapositivemeaning.Key：Suitableabundantlogistics；Servicequalityproblems；Improvementcountermeasures目录摘要..............................................................................................................................................IAbstract...........................................................................................................................................II1绪论..........................................................................................................................................11.1研究背景及意义...............................................................................................................11.2国内外研究现状..............................................................................................................21.2.1国内研究动态........................................................................................................21.2.2国...
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