| 服务创新对物流企业绩效影响的实证研究 |
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| 引用本文： | 刘丹.服务创新对物流企业绩效影响的实证研究[J].技术经济,2013(5):28-35. |
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| 作者姓名： | 刘丹 |
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| 作者单位： | 福州大学八方物流学院,福州350108 |
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| 基金项目： | 国家社会科学基金项目“我国物流业对制造业外溢效应的检验分析研究”（12BJY069）;福建省教育厅项目“福建省物流业服务创新模式及路径的实证研究”（JA11039S） |
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| 摘 要： | 借鉴既有研究成果,构建了物流企业服务创新资源投入、服务质量、客户绩效与企业绩效间关系的概念模型。对146家物流企业问卷调查的数据进行统计分析,对理论假设进行了实证检验。研究结果表明:物流企业的服务创新资源投入水平对服务质量水平具有正向影响,服务质量水平的提高可提升客户对物流服务的评价、提高客户满意度和忠诚度,并对物流企业的绩效产生正向影响。
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| 关 键 词： | 物流企业 服务创新 企业绩效 服务质量 客户绩效 |
Empirical Study on Impact of Service Innovation on Logistics Enterprises Performance |
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| Liu Dan.Empirical Study on Impact of Service Innovation on Logistics Enterprises Performance[J].Technology Economics,2013(5):28-35. |
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| Authors: | Liu Dan |
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| Institution: | Liu Dan (All-trans of Logistics College, Fuzhou University, Fuzhou 350108, China) |
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| Abstract: | Based on the relevant research literature, this paper constructs a conceptual model of relationship among service innovation resource input, service quality, customer performance and business performance of logistics enterprise. Through the statistical analysis on the data from the survey questionnaire of 146 logistics enterprises, it empirically tests the theoretical assumption. The results show as follows： service innova- tion resource input of logistics enterprise has a positive influence on service quality,and the improvement of service quality could enhance cus- tomer＇s evaluation on logistics services, and improves customer satisfaction and loyalty, and impacts logistics enterprise＇s performance positively. |
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| Keywords: | logistics enterprise service innovation business performance service quality customer performance |
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