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IAbstractIn recent years, with the wide popularity of e-commerce and network shopping platform, express delivery industry ushered in the rapid growth in China, the domestic express delivery market showed a trend of diversification of competition, formed the private enterprises continue to expand market share, industry of merger, acquisition and reorganization in vogue, express and electricity the industry pattern of mutual penetration, the competition main body mainly include state-owned express delivery enterprises, private Courier companies and foreign express enterprises three categories.At present, China's express delivery industry within the laws and regulations are not perfect, private Courier enterprise due to lack of financial support and policy support, from international express companies and the double competitive threat of China post, more, the pattern of small, scattered and disorderly. At the same time, private Courier frequent complaints, violence...
