-Ⅰ- 摘要 在以服务取胜的时代，传统物流服务方式已经逐渐不能适应市场和形势的需要。 为使自己的服务内容和服务方式体现与竞争对手之间的差 异，企业需要把物流的概 念引入到产品被消费的阶段，通过对服务流程进行再造，在传统物流服务的功能上 延伸增值服务，为消费者提供产品被购买后从包装、送货上门、安装 调试、使用指 导、投诉处理、维修保养、配件供应、产品升级、退换货、缺陷产品召回，直至报 废后可再生物资回收、废弃物处置等使用寿命周期内全流程的物流服务，以实现 物 流服务的创新，达到提高消费者满意度和忠诚度、节约自然资源、树立良好社会形 象的目的。 首先，本文对消费物流管理的国内外研究情况进行了综述，并介绍了物流、物 流管理等相关理论。 其次，探索性地提出了消费物流的概念，并对消费物流的产生、基本功能、特 征、意义等内容进行了介绍。 再次，对消费物流管理的模式选择、主体、客体 进行了分析，并对消费物流管 理的实现途径进行了论述。 最后，以曲美家具公司为研究对象，对曲美家具公司消费物流管理中存在的突 出问题进行了分析，并结合实际情况提出 了具有针对性的改进措施，希望能引发思 考和通过在企业的实践，推动企业实现提高物流效率、提升消费者满意度、促进资 源循环利用和创造新的经济增长源的目的。 关键词： 消费物流；售后物流；售后服务 燕山大学工商管理硕士学位论文 -Ⅱ- Abstract In the era of service winning, the traditional logistics service mode has gradually been unable to meet the needs of the market and the situation. In order to make the difference between enterprise oneself and competitions on service content and service mode ,the enterprises need to introduce the concept of logistics to product consumption stage, through reengineering the service process, extending value-added services in the traditional logistics service function, the consumers are provided that the products are purchased from the packaging, delivery, installation and use guidance, complaint handling, maintenance, spare parts supply, product upgrades, return, recall of defective products,to scrap renewable materials recycling, waste disposal and other uses in the life cycle of the whole process of logistics services, in order to realize the innovation of logistics services, to improve customer satisfaction and loyalty, to conserve natural resources, establish a good society image. Firstly, it is summarized the domestic and foreign research situation of the consumption logistics management, and introduces the logistics, logistics management and other related theories in this paper. Secondly, the concept of consumer logistics is put forward exploratory, and the production, basic function, characteristics and significance of consumer logistics are introduced. Thirdly, the model selection, the subject and the object of the consumption logistics management are analyzed, and the ways of realizing the consumption logistics management are discussed. Finally, taking Qu Mei Furniture Company as the research object in this paper,it is analyzed the outstanding problems existing in the consumption logistics management of Qu Mei Furniture Company, and puts forward some targeted improvement measures according to the actual situation. It is hoped that it can lead to thinking and practice in enterprises, and promote enterprises to improve logistics efficiency, enhance customer satisfaction, promote resource recycling and create new sources of economic growth. Keywords: consumption logistics ; after sale logistics; after sales service 目 录 - III - 目 录 摘要 .................................................................................................................................. Ⅰ Abstract............................................................................................................................... Ⅱ 第1章 绪 论 ................................................................................................................... 1 1.1 研究背景及意义 ..................................................................................................... 1 1.2 国内外研究现状 ..................................................................................................... 2 1.2.1 国外研究现状 ................................................................................................... 2 1.2.2 国内研究现状 ................................................................................................... 3 1.2.3 国内外研究现状评述 ....................................................................................... 4 1.3 研究内容和研究方法 ............................................................................................. 4 1.3.1 研究内容 ........................................................................................................... 4 1.3.2 研究方法 ........................................................................................................... 5 第2章 相关理论概述 ....................................................................................................... 6 2.1 物流 ......................................................................................................................... 6 2.2 物流管理 ................................................................................................................. 7 2.3 消费物流 ................................................................................................................. 8 2.3.1 消费物流的产生 ............................................................................................... 8 2.3.2 消费物流的定义 ............................................................................................. 10 2.3.3 消费物流的基本功能 ..................................................................................... 11 2.3.4 消费物流的特征 ............................................................................................. 12 2.3.5 消费物流的意义 ............................................................................................. 13 2.3.6 消费物流与其他物流概念的比较 ................................................................. 13 2.4 消费物流系统 ....................................................................................................... 14 2.4.1 消费物流系统的地位 ..................................................................................... 14 2.4.2 消费物流系统的构成要素 ............................................................................. 14 2.5 消费物流管理 ....................................................................................................... 15 2.5.1 消费物流管理的定义 ..................................................................................... 15 2.5.2 实施消费物流管理的意义 ............................................................................. 15 燕山大学工商管理硕士学位论文 - IV - 2.6 消费物流管理体系分析 ....................................................................................... 15 2.6.1 模式分析 ......................................................................................................... 15 2.6.2 主体分析 ......................................................................................................... 16 2.6.3 客体分析 ......................................................................................................... 17 2.7 消费物流管理的实现途径 ................................................................................... 18 2.7.1 运用客户服务数据库实现全面管理 ............................................................. 18 2.7.2 运用客户服务中心搭建沟通平台 ................................................................. 19 2.7.3 运用现代物流信息技术实现互联互通 ......................................................... 20 2.7.4 运用PDCA循环实现流程再造 .................................................................... 21 2.7.5 树立“客户满意”理念实现互利共赢 ......................................................... 22 2.7.6 精准选择管理模式降低成本费用 .......................................