透过电子零售物流的价值共创架构及顾客投诉分析，改善服务

IF 4.1 2区工程技术 Q2 BUSINESS

Research in Transportation Business and Management Pub Date : 2025-05-30 DOI:10.1016/j.rtbm.2025.101416

Yu-Hsiang Hsiao , Mu-Chen Chen , Man-Zih Hong , Yu-Tsung Huang

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引用次数: 0

摘要

网上零售的迅速发展，大大增加了对物流服务的需求。此外，由于物流质量与客户满意度和供应商市场份额的显著关系，在当前竞争激烈的全球商业环境中，物流质量至关重要。为了创造持久的竞争优势，第三方物流公司必须不断评估客户的需求，以提高服务质量，增加服务价值。本研究提出以服务价值共创为基础，通过分析顾客投诉的在线评论，找出主要的服务差距，并提出相应的改进建议。服务价值共创定义为通过企业与顾客提供的资源和活动的互动，共同构建服务体验和顾客价值。因此，在在线评论的基础上，重构了涉及与服务缺口相关的资源和活动的价值共同创造过程，以了解客户价值是如何形成的。提取与相关资源和活动相关的情感，以识别相应的客户需求并确定改进策略。我们使用一家物流公司的在线评论数据来演示分析。本研究通过采用价值共创框架进行在线评价分析，并将其应用于改善电子零售物流服务，填补了研究空白，在物流服务质量和价值共创领域做出了理论贡献。

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Service improvement through value co-creation framework for e-tailing logistics with analytics on customer complaints

The rapid growth of e-tailing has greatly increased the demand for logistics services. Moreover, logistics quality is critical in current competitive global business environments due to its prominent relationship with customer satisfaction and supplier market share. To create lasting competitive advantages, third-party logistics companies must continually evaluate customer needs to improve service quality and increase the value of their services. This study proposed to analyze online reviews regarding customer complaints to identify major service gaps and proposed corresponding improvement suggestions based on service value co-creation, which is defined as the joint construction of service experience and customer value through interactions of resources and activities provided by firms and customers. Therefore, the value co-creation process involving the resources and activities associated with service gaps was reconstructed on the basis of online reviews to understand how value is formed for customers. The sentiments connected to relevant resources and activities were extracted to identify corresponding customer needs and determine improvement strategies. The online review data from a logistics company were used to demonstrate the analysis. This study fills the research gap by adopting the value co-creation framework to conduct online review analytics and apply it to improve e-tailing logistics services, making the theoretical contribution to the fields of logistics service quality and value co-creation.

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来源期刊

Research in Transportation Business and Management Multiple-

CiteScore

7.10

自引率

8.30%

发文量

175

期刊介绍： Research in Transportation Business & Management (RTBM) will publish research on international aspects of transport management such as business strategy, communication, sustainability, finance, human resource management, law, logistics, marketing, franchising, privatisation and commercialisation. Research in Transportation Business & Management welcomes proposals for themed volumes from scholars in management, in relation to all modes of transport. Issues should be cross-disciplinary for one mode or single-disciplinary for all modes. We are keen to receive proposals that combine and integrate theories and concepts that are taken from or can be traced to origins in different disciplines or lessons learned from different modes and approaches to the topic. By facilitating the development of interdisciplinary or intermodal concepts, theories and ideas, and by synthesizing these for the journal''s audience, we seek to contribute to both scholarly advancement of knowledge and the state of managerial practice. Potential volume themes include: -Sustainability and Transportation Management- Transport Management and the Reduction of Transport''s Carbon Footprint- Marketing Transport/Branding Transportation- Benchmarking, Performance Measurement and Best Practices in Transport Operations- Franchising, Concessions and Alternate Governance Mechanisms for Transport Organisations- Logistics and the Integration of Transportation into Freight Supply Chains- Risk Management (or Asset Management or Transportation Finance or ...): Lessons from Multiple Modes- Engaging the Stakeholder in Transportation Governance- Reliability in the Freight Sector