在剖析平衡计分卡战略思维的基础上,对民航快递服务质量展开实证调查,探讨中国民航快递公司在知识经济浪潮的冲击下,如何从新的战略视野设计服务运营平衡计分卡,建立战略管理绩效评估体系,全面实施服务管理,以改善服务遭遇,提升员工素质,优化顾客关系,为发展第三方物流奠定基础。 Based on the analysis of the strategic thinking of BSC, this paper conducts an empirical investigation on the quality of civil aviation express delivery service and discusses how CAAC will design a service balanced scorecard from the new strategic vision under the impact of the wave of knowledge economy, and establish a strategic management Performance evaluation system, the full implementation of service management, to improve service experience, improve staff quality, optimize customer relationships, lay the foundation for the development of third-party logistics.