Abstract

Customer equity has impact on long term benefits of any logistics enterprise. Customer equity-oriented logistics service delivery is essentially a process of delivering customer service value. Logistics service delivery capacity has strong influence on the performance of delivery. In customer equity model, value equity, brand equity and relationship equity are three main drivers of customer equity. On the basis of the model, this paper analyzed the forming mechanism of customer-oriented logistics service delivery capability and established a framework of logistics service delivery capability which mainly has three dimensions: core value delivery capability, brand value delivery capability and relationship value delivery capability. This paper also went deep into specific components of each dimension.

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