《山东大学学报(理学版)》 ›› 2019, Vol. 54 ›› Issue (3): 119-126.doi: 10.6040/j.issn.1671-9352.0.2018.280
• • 上一篇
张克勇1,吕美琳1,姚建明2,王昊3
ZHANG Ke-yong1, LYU Mei-lin1, YAO Jian-ming2, WANG Hao3
摘要: 构建物流外包“服务质量感知—满意度”的理论模型。以成都市高新西区和郫都区42家制造企业调研所得102份问卷为样本,采用偏最小二乘结构方程验证模型假设。以服务质量感知为解释框架,分析实现物流外包高满意度的构型,并发现各构型与满意度之间存在的非对称因果关系。研究发现物流企业专注于提升工作人员的专业性,并为客户提供一站式完整服务,是实现物流客户高满意度最重要的路径;对客户的服务做出快速反应是实现客户满意的核心条件,而提供可靠、准确、准时的服务是实现客户满意的共同的辅助条件。最后,对客户低满意度进行分析,针对物流企业如何实现客户高满意度和如何避开导致客户满意低的雷区,给出了具体建议。
中图分类号:
[1] POLITIS Y, GIOVANIS A, BINIORIS S. Logistics service quality and its effects on customer satisfaction in the manufacturing companies’ supply chains[J]. Journal of Modelling in Management, 2014, 9(2):215-237. [2] 左文明,王旭,毕凌燕.单次多阶段服务下顾客累积满意度动态变化的测量模型[J].管理工程学报, 2017, 31(4):123-130. ZUO Wenming,WANG Xu,BI Lingyan. Measurement model for dynamic cumulative satisfaction in a single multi-stage service[J]. Journal of Management Engineering, 2017, 31(4):123-130. [3] 叶作亮,蔡丽,叶振华,等.3PL服务质量与C2C顾客满意度的实证研究[J].科研管理,2011, 32(8):119-126. YE Zuoliang, CAI Li, YE Zhenhua. Third party logistics service quality and its impact on customer satisfaction of C2C[J]. Scientific Research Management, 2011, 32(8):119-126. [4] SAYYADI R, KHABBAZIAN A, AWASTHI A. A combined approach integrating gap analysis, QFD and AHP for improving logistics service quality[J]. International Journal of Logistics Systems and Management, 2018, 29(2):190. [5] 杨浩雄,王雯.第三方物流企业顾客满意度测评体系研究[J].管理评论,2015,27(1):181-193. YANG Haoxiong, WANG Wen. A study on customer satisfaction assessment system of third party logistics[J]. Management Review, 2015, 27(1):181-193. [6] 郑兵,董大海,金玉芳.第三方物流客户满意度前因研究——基于客户视角[J].管理工程学报,2008, 22(2):51-57. ZHENG Bing, DONG Dahai, JIN Yufang. Research on the antecedents of customer satisfaction in the third party logistics: from the perspective of customers[J]. Journal of Management Engineering, 2008, 22(2):51-57. [7] LI J Q, DING Y. A service quality evaluation system of third party logistics by college students under the Chinese E-commerce environment[C] // International Conference on Service Systems and Service Management. New York: IEEE, 2016: 1-6. [8] ZHANG Y L, KIM G P, YOO C G. A study on the determinants of third party logistics service suppliers in dongdaemun market[J]. Journal of Distribution Science, 2017, 15(2):27-36. [9] 石丽.快递顾客感知服务质量评价指标体系构建与影响因素研究[J].价格理论与实践,2017(7):149-152. SHI Li. Research on evaluation index system and influencing factors of express customer perceived service quality[J]. Price Theory and Practice, 2017(07):149-152. [10] 许国兵, 张文杰. 基于网络层次分析法的物流外包满意度评价方法研究[J]. 南开经济研究, 2007(5):120-132. XU Guobin, ZHANG Wenjie. Comprehensive evaluation method of satisfaction for logistics outsourcing based on analytic hierarchy process[J]. Nankai Economic Studies, 2007(5):120-132. [11] 梁晓蓓, 黄立霞, 江江. 众包物流接包方持续参与意愿影响因素研究[J]. 商业经济与管理, 2017(7):5-15. LIANG Xiaobei, HUANG Lixia, JIANG Jiang. Research on antecedent factors of solvers continuous participation in crowdsourcing logistics[J]. Journal of Business Economics, 2017(7):5-15. [12] RIHOUX B, RAGIN C. Configurational comparative methods: qualitative comparative analysis(QCA)and related techniques[M]. 2455 Teller Road, Thousand Oaks California: SAGE Publications Inc., 2009. [13] 王玲, 周京华. 中国第三方物流企业顾客满意度测评指标体系实证研究[J]. 经济管理, 2005, 27(16):52-58. WANG Ling, ZHOU Jinghua. An empirical study on customer satisfaction index system in Chinese TPL[J]. Economic Management, 2005, 27(16):52-58. [14] 杜运周,贾良定.组态视角与定性比较分析(QCA):管理学研究的一条新道路[J].管理世界,2017(6):155-167. DU Yunzhou, JIA Liangding. Configuration perspective and qualitative comparative analysis(QCA): a new way of management research[J]. Management World, 2017(6):155-167. [15] 夏鑫, 何建民, 刘嘉毅. 定性比较分析的研究逻辑: 兼论其对经济管理学研究的启示[J]. 工业工程与管理, 2014, 40(10):97-107. XIA Xin, HE Jianmin, LIU Jiayi. Research logic of qualitative comparative analysis: on its implications for economic management research[J]. The Study of Finance and Economics, 2014, 40(10):97-107. [16] FISS P C. Building better causal theories: a fuzzy set approach to typologies in organization research[J]. Academy of Management Journal, 2011, 54(2):393-420. [17] MORGAN S L. Redesigning social inquiry: fuzzy sets and beyond by Charles C. Ragin university of Chicago press.[J]. Social Forces, 2010, 88(4):1934-1936. [18] SKAANING S E. Assessing the robustness of crisp-set and fuzzy-set QCA results[J]. Sociological Methods & Research, 2011, 40(2):391-408. |
[1] | 周晓莹,梁玉,董智,李红丽,张梦璇,韩秀峰,范小莉,房用. 印度梨形孢对黑松幼苗生长量及其根系形态的动态影响[J]. 山东大学学报(理学版), 2018, 53(7): 7-14. |
[2] | 吴迪,李苏剑,李海涛. 基于时间满意度的混合渠道库存及分配策略[J]. J4, 2013, 48(6): 51-60. |
|