| Summary: | 碩士 === 國立臺灣大學 === 商學系 === 84 === This research focuses on the customer service and service
quality of frozen-food distribution centers.The empirical
research takes convenience stores as the customer samples.Being
modified from the PZB model, this research analyses two
difference:difference 1 is the difference of customer service
attributes that they value most between the convenience stores
and the distribution centers.Difference 2 employs the
Competitive Position Matrix (CPM) and Performance Evaluation
Matrix (PEM) proposed by Lambert and Sharma.In the last place,
the research trys to develop strategy for each individual
distribution center. The research takes 81 convenience stores
and 4 frozen-food distribution centers as samples. The results
show that what convenience stores value most is the physical
support function of the distribution centers, such as the
accuracy in filling orders,the temperature control of products.
On the other side, the convenience stores neglect the
information function of the distribution center. The empirical
result of difference 1 also shows that what the convenience
stores value most are not the same as the frozen-food
distribution centers. Besides the improvement of the service
quality, the distribution centers also pay much attention to
enhance the productivity itself. Therefore, the research
employs customer-based competitive analysis to analyze
difference 2 so as to tell the individual distribution center
how to improve in the most effective and efficient way. By
improving tomer service attributes, the distribution center can
gain competitive advantage.
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