摘要
摘要
优质服务是港口企业生存与发展的生命线。进入新世纪新阶段,随着全球经
济发展趋势的不断变化,以及广大客户需求的不断提升,作为主要提供集装箱装
卸、堆存等功能性物流服务的集装箱码头企业,传统的生产型服务己经不能满足
当今市场的需求。纵观码头行业市场竞争,是服务软、硬件全方位的竞争,包括
设施设备是否能够满足船舶深水化、大型化的发展需求,生产管理是否实现数字
化、高效率,服务人员能否达到专业性、标准化,服务关系能否实现与客户合作
共赢。只有通过超前研究客户需求,不断提高服务理念,积极改善服务环境,努
力创新服务内容,拓宽丰富服务方式,才能使集装箱码头企业切实增强核心竞争
力,从而实现维系老客户、吸引新客户、提高客户利润贡献率的目的

本文主要以天津港A集装箱码头为适应国际航运市场发展形势的变化,应对
在客户服务管理中出现的各类问题,做出的服务发展战略调整、服务管理模式调
整,以及在服务品牌建设、数字化建设、多元化建设、服务文化建设方面实施的
对策、方法为实例,综合运用服务管理、服务质量、运营管理等相关理论知识,
以文献索引法、分析法等为主要研宄方法,对集装箱码头服务管理体系进行分析、
研究

基于此,文章主要从六个部分进行论述。第一部分是绪论,主要从研宄的背
景、研宄的意义、国内外研宄的现状、研究的内容与方法,以及研宄拟解决的关
键问题入手,对论题进行论述;第二部分是相关理论概述,主要对服务管理、国
际集装箱运输等相关理论知识进行介绍,为文章的写作奠定理论基础,确保论文
研宄的真实性和有效性;第三部分主要是现状及问题分析,针对研宄对象——天
津港A集装箱码头,其客户服务管理的现状与问题进行阐述和分析,并紧密结合
当前天津港整体集装箱行业发展的现状简介、天津港A集装箱码头的发展历史与
沿革、客户服务管理的现状、客户服务管理存在的问题与原因分析,从而引发出
天津港A集装箱码头客户服务管理体系构建的必要性;第四部分主要对客户服务
管理体系的构建进行分析,提出体系构建的原则与步骤,以及硬件提升、数字化
建设、环境建设等重要因素对构建体系的重要作用;第五部分是实施策略,深入
中文摘要
研宄服务文化、服务品牌、服务队伍建设,以及客户关系管理、多元化服务,对
服务管理体系的促进作用;第六部分对文章进行总结,并对研究尚且不足的部分
进行说明

关键词:集装箱码头;服务管理;体系研究
英文摘要
ABSTRACT
Quality service is the lifeline of the survival and development of port enterprises.
Entering the new stage in the new century,with the changing trend of global economic
development, and the needs of the broad masses of customers continue to improve,
which mainly provides the container loading and unloading, storage and other
functions of logistics services in container terminal enterprises, traditional production
service has been unable to meet the when this market demand. Throughout the terminal
industry market competition, service of software and hardware of a foil range of
competition, including facilities and equipment are able to meet the needs of the
development of deep water ships, large-scale, production management is realized
digital, high efficiency, service personnel can achieve the specialization 5
standardization,service relationship can be realized and customer win-win cooperation.
Only by advanced research customer needs and constantly improve the service
concept, and actively improve the service environment, innovate the content of
service, expand the wealth of services, in order to make the container terminal
enterprises and enhance core competitiveness to maintain old customers and attract
new customersincrease the customer profit contribution rate.
This paper mainly to a container terminal of Tianjin port in order to adapt to the
changes in the situation of the development of the international shipping market,
should appear in the customer service management in the various problems ^ make the
service development strategy adjustment, adjustment and service management mode,
and in the service brand building,digital construction, the construction of diversified,
service culture construction in the implementation of the strategy method as an
example, the integrated use of service management, service marketing, operations
management, and other relevant theoretical knowledgeto literature indexing
method, analysis method for main research methods the analysis and research of the
container terminal service management system.
英文摘要
Based on this, the article mainly discusses from six parts. The first part is the
introduction, mainly from the research background, research significance, research
status, research contents and methods, and research of the key problems to be solved,
this paper elaborates on the issue; the second part is an overview of relevant theories,
mainly on the service management, int^national container transportation and other
related fihieories are introduced. Lay the theoretical foundation for the writing of the
article, to ensure the authenticity and validity of the research; the third part is the
analysis of the current situation and problems, based on the research object: A Tianjin
port container terminal, the status quo and problems of tiie customer service pipe are
described and analyzed, and combining with the current overall Tianjin port container
industry development status. A, Tianjin port container terminal development history and
development, customer service management, customer service management problems
and the reasons The analysis, which give rise to the necessity of constructing Tianjin
port container terminal A customer service managOTient system; construction of the
fourth part of the customer service management system, puts forward the principles and
steps of constructing the system, and the hardware upgrade, digital construction,
environmental construction and other important factors on the important role of system
construction; the fifth part is the implementation strategy study, service culture, service
brand, service team construction, and customer relationship management,
diversification of services, service management system to promote the role of the sixth
part; make a summary of articles, and the research is lack of some description.
Key Words: Container Terminal; Service Management; System Research
目 录
目 录
第1章绪论 1
1.1研究的背景及意义1.2国内外研宄现状1.3研宄内容与方法1.3.1主要研宄内容1.3.2研究方法1.4本论文研宄拟解决的关键问题第2章相关理论及集装箱运输业发展概述2.1服务管理有关概念与理论概述2.1.1服务的定义2.1.2服务的特征2.1.3服务的分类2.2港口客户服务管理的特点2.3国际集装箱运输兴起与发展2.4我国集装箱运输发展概述2.5服务管理在集装箱码头管理中的地位和作用第3章天津港A集装箱码头客户服务管理现状与问题分析3.1天津港集装箱行业发展现状简介3.2天津港A集装箱码头发展历史与沿革3.3天津港A集装箱码头面临的竞争因素分析
21
3.3.1面临的机遇与挑战
21
3.3.2行业竞争因素
23
3.3.3自身软硬件条件
25
3.4天津港A集装箱码头客户服务管理存在问题与原因分析
26
3.4.1硬件能力不足
26
3.4.2数字化建设滞后
27
3.4.3服务理念落后于市场的需要
28
3.4.4品牌建设欠缺
28
3.4.5缺乏客户服务环境的安全意识
29
3.5天津港A集装箱码头客户服务管理体系构建的必要性
30
第4章天津港A集装箱码头三元素客户服务管理体系的构建
32
4.1客户服务管理体系构建原则
32
目 录
4.1.1追求客户满意原则
32
4.1.2遵循企业战略目标原则
32
4.1.3明确服务理念原则
32
4.2客户服务管理体系构建的前期准备工作
33
4.2.1前期准备工作的步骤
33
4.2.2前期准备工作的实现
33
4.3三元素客户服务管理体系的提出
38
4.4客户服务管理的硬件提升
38
4.4.1硬件提升的策划分析
39
4.4.2硬件提升的效果评估
41
4.5客户服务管理的数字化建设
42
4.5.1客户服务管理的数字化建设目标
42
4.5.2客户服务管理信息系统建设
42
4.6客户服务管理的环境建设
46
4.6.1客户服务环境的优化与完善
46
4.6.2客户服务环境的安全管理
48
第5章天津港A集装箱码头客户服务管理体系实施策略
53
5.1服务文化建设
53
5.2服务制度建设
54
5.3月艮务品牌建设
55
5.4服务队伍建设
55
5.5不断完善客户关系管理的内容
56
5.6不断扩展多元化的服务
60
第6章
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