物流服务质量理论研究进展(1989-2020)--基于系统文献回顾法的研究述评

近年来,国内外物流产业发展迅速,有关物流服务质量的研究日益增多,但缺乏全面而系统地描述物流服务质量的比较普适的模型,物流服务质量应由哪些维度构成、研究中应如何在众多物流服务质量评价模型和评价方法中进行取舍成为困扰物流学术界的难题。为着力解决这些问题,弥补理论研究缺口,通过在国内外主要文献数据库中检索1989—2020年间关于物流服务质量的学术论文,并根据研究问题筛选确定67篇中文论文和73篇英文论文进行文献分析。借助系统文献回顾方法进行分析发现,最基础的物流服务质量评价维度主要包括时间性、可靠性、移情性、流程和误差;现有研究使用的物流服务质量评价模型及评价方法主要是SERVQUAL模型、LSQ模型、Kano模型和统计分析方法;对于物流服务质量的研究,国内外在研究内容、研究方法、研究主体等方面存在较大差异,国内研究尽管发展迅速,但与国际水平相比差距依然明显。鉴于此,为进一步提升未来物流服务质量理论研究水平,应注重从物流企业角度开展研究并提供令顾客满意的方案以改进服务质量,加强对冷链物流、众包物流、铁路物流等“小众”行业物流服务的研究以拓展物流服务质量的研究领域,注重结合不同情境对SERVQUAL模型、LSQ模型等基础物流服务质量模型加以改进,重视物流服务质量研究方法创新,通过对混合模型及多种实证方法的运用,提升研究结果的科学性和客观性。

Research Progress of Logistics Service Quality Theory(1989—2020)——the Research Review Based on Systematic Literature Review

In recent years,logistics industry has been developed rapidly at home and abroad,research papers on the logistics service quality are increasing;but there is the lack of a more universal application model to comprehensively and systematically describe the logistics service quality.Which dimensions are the components of logistic service quality and how to choose the suitable evaluation model and method has become the dilemma in the academic field of logistics.In order to solve these problems and make up for the gap of theoretical research,the author searches the academic papers related to logistics service quality in recent 30 years(1989-2020)from the major literature databases at home and abroad,and selects 67 Chinese papers and 73 English papers according to the research problems for literature analysis.Through systematic literature review analysis,it is found that the most basic dimensions of logistics service quality evaluation mainly include timeliness,reliability,empathy,process and error;the main evaluation models and methods of logistics service quality used in existing studies are SERVQUAL model,LSQ model,Kano model and statistical analysis method respectively;there are great differences between domestic and foreign research on logistics service quality in terms of research content,research methods and research subjects;though domestic research is developing rapidly,there is still an obvious gap comparing to the international level.In view of this,in order to further improve the future theoretical study of logistics service quality,we should,first,pay attention to carrying out research from the perspective of logistic enterprises and providing suggestions that satisfying customers in improving service quality;second,we should strengthen research on the niche industries such as cold-chain logistics,crowdsourcing logistics and railway logistics so as to enrich the research field of logistics service quality;and third,we should pay attention to improving the basic models,the innovation in research methods,and the scientificity and objectivity of research results with the help of mixed model and diversified methods.