中国物流服务能力对服务质量影响的实证研究

2007 IEEE International Conference on Service Operations and Logistics, and Informatics Pub Date : 2007-11-19 DOI:10.1109/SOLI.2007.4383872

Yan Xiu-xia, Sima Zhongwen

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引用次数: 0

摘要

近年来，买家对客户服务的期望急剧提高。对定制或定制服务的请求通常代表当今的标准业务实践。本文通过实证研究来检验:(1)中国是否存在不同类型的物流服务提供商;(2)本文提出的物流能力与物流服务质量之间的联系是否可以被证明。结果表明，根据物流能力和每种类型所显示的物流能力，可以区分出三种类型的物流服务商。进一步，运用结构方程模型，发现物流能力与服务质量之间存在强支持关系，而物流能力与服务质量之间存在弱支持关系。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Logistics Service Abilities : An Empirical Study of Its Impact on Service Quality in China

Buyers' expectations regarding customer service have increased dramatically in recent years. Request for tailored or customized service often represent standard business practice today. Empirical research was undertaken to examine: (1) if there are different types of logistics service providers in China, and (2) whether a proposed linkage between logistics abilities and logistics service quality could be documented in this paper. The results show that there are three discernable types of logistics service providers, according to the logistics capacities and logistics capabilities displayed by each type. Further, strong support was found for a linkage between the logistics capabilities and the service quality, weak support was found for a linkage between the logistics capacities and the service quality by using the structural equation model.

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2007 IEEE International Conference on Service Operations and Logistics, and Informatics

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