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。     

物流企业客户服务综合评价

客户服务在不同的行业与企业有着不同的定义 ,其评判评准也难以确定。在研究了我国物流企业的具体特点的基础上 ,结合国外有关的物流企业客户服务指标建立了物流企业客户服务评价的指标体系 ,同时应用定性与定量分析相结合的方法 ,建立了层次分析与模糊综合评价相结合的物流企业客户服务综合评价模型 ,并给出了具体的应用实例。     

考虑客户对服务质量评价的物流服务供应链激励机制研究

集成商在物流服务供应链中通过激励机制对服务提供商进行物流能力集成时,如果忽略了客户对服务质量的评价作用会影响激励效果。本文利用委托－代理理论,在考虑物流服务供应链激励机制设计中存在的双向道德风险、多代理人问题的基础上,研究客户对服务质量的评价对物流服务供应链中激励效果的影响。研究结果表明加入客户对服务质量的评价后的激励机制与之前相比,集成商努力程度降低,转移支付及固定成本升高,服务提供商的努力水平则依赖于成本分摊比例及额外成本转化系数的具体情况。     

服务质量衡量及其客户满意度评价系统研究

CRM体现了以客户为中心的管理思想,是提高服务质量的重要手段。客户满意度评价则是CRM特别是分析CRM的关键。基于此,提出了用客户满意度来评价企业服务质量的理念,建立了客户满意度评价系统结构,重点论述了该系统中的综合评判子系统;分析客户满意指标、级度综合评价法,提出了客户满意度的多层次模糊综合评价方法及其实现算法。服务质量衡量及客户满意度评价系统将有助于企业客观评价自身的服务质量,及时作出改进服务的决策。     

以客户为中心的第三方物流企业服务质量评价研究

现如今社会物流随着市场需求的不断增大而迅速加快步伐,已经显著高于同期的GDP增长幅度,物流业的迅速兴起,渐渐暴露了相关企业存在的弊端,如管理不集中、信息传播不对称、资金缺乏、设施不完备、服务质量较低等等问题层出不穷。本文基于该背景下,分析了以客户为中心的第三方物流企业服务质量评价研究的发展现状,发现企业中普遍存在的问题并提出相应的对策,并根据相关理论基础提出服务质量评价指标,建立有效科学的评价指标体系,为更多物流企业在管理中得以借鉴和运用。     

第三方物流企业服务质量评价指标体系的构建研究

第三方物流是一个完全全新的领域,现在已受到很多的关注。物流服务是一个非常复杂的过程,物流服务元素也是复杂的,不同性质的行业物流服务元素存在很大的差异。物流企业服务质量评价体系是物流系统评价的基础,它是建立在物流系统运行和控制的信息基础上。建立一套完整的物流系统评价指标体系,将有助于合理的物流系统规划和有效的控制,也可以帮助反映物流系统的合理化以及提高物流系统潜力和效果评估。本文从第三方物流的概念入手,阐述了第三方物流企业的服务质量包含的要素,并从第三方物流服务企业的专业化、经济化、效率化等因素来建立第三方物流企业服务质量评价指标体系,在此基础上引进优质的服务。     

供应链物流服务能力及评价分析

供应链物流服务能力是众多文献讨论得比较多的问题,然而系统地研究供应链的物流服务能力,目前还处于初始阶段。探讨了供应链物流服务能力的定义及其构成要素,选取了客观的量化指标,建立了供应链物流服务能力的评价指标体系。     

第三方物流企业服务质量评价指标体系的构建研究

随着经济的不断发展,提高第三方物流企业服务质量水平,成为推动我国第三方物流企业发展的重要因素。在遵循指标构建原则的基础上,通过文献查阅以及进行企业实际调研,对指标进行初步选取,在专家咨询的基础上,建立了第三方物流企业服务质量评价指标体系。     

第四方共享物流解决方案综合评价分析方法——基于香农熵与变精度粗糙集

传统共享物流服务模式主要关注供应链局部环节物流设施设备的共用共享,所得出的往往是相对于供应链端到端视角的局部最优解。从全局优化角度寻找能够满足终端客户时效、经济、质量目标要求的共享物流解决方案,对实现供应链服务各参与方利益最大化具有重要价值。为避免先验知识与主观因素影响,确保共享物流解决方案选择的客观性,有效指导货主、收货人和物流服务提供商实现多赢,可从第四方物流视角出发,构建共享物流端到端多因素评价指标体系,进而基于变精度粗糙集、香农熵和遗传算法进行端到端共享物流解决方案综合评价分析。案例研究结果显示,在一级指标中,仓储运输资源整合共享能力、服务可靠性及一致性、国际化及智慧化水平的相对重要性程度更高;在二级指标中,跨主体物流系统集成能力、为客户提供增值服务的能力、可使用的仓储资源等相对重要性程度更高。为制定适合企业需要的共享物流解决方案,相关货主企业可利用上述综合评价模型和算法编制大数据分析软件,并结合不同物流服务提供商的时间序列数据和截面数据,对各潜在物流服务提供商综合能力进行评价,对有效决策规则进行筛选和挖掘。     

基于AHP的南昌市第三方物流企业服务能力研究

随着中国经济的快速发展,第三方物流企业不断崛起,导致竞争越来越激烈,服务能力逐渐成为衡量三分之一方物流企业实力的一个指标。本文以南昌市第三方物流的服务能力为基础,研究了基于层次分析法的第三方物流企业服务能力定量评价方法。首先,基于AHP提出了一套物流企业服务能力评价的指标体系;然后,介绍了应用AHP确定指标权重的程序;最后通过调研的相关数据进行论证,并给出了提高南昌市第三方物流企业服务能力的方法。     

基于供应链视角的物流客户服务绩效评价指标体系设计

随着制造和服务的全球化,企业更加关注各种因素对其所处供应链的影响。物流客户服务不仅会对其客户企业产生影响．而且会对客户企业所处供应链产生全方位的影响。因此,本文提出从供应链视角研究物流客户服务绩效评价问题,并用德尔菲法和模糊层次分析法构建了从供应链视角评价物流客户服务绩效的指标体系,得出了时间比成本和质量指标影响作用更大的结论。     

CUSTOMER SERVICE IN THE INTERNET‐ENABLED LOGISTICS SUPPLY CHAIN: WEBSITE DESIGN ANTECEDENTS AND LOYALTY EFFECTS

This article extends the existing research on logistics customer service‐loyalty relationships to the online logistics supply chain environment by examining potential website determinants of logistics customer service quality. A structural equation analysis of 373 online shopping transactions suggests that perceived quality of all logistics customer service activities (perceived cycle time, in‐stock availability, and customer responsiveness) varies inversely with: (1) perceived ease of use, and (2) content vividness of the website; and positively with product information content. However, only retailer customer responsiveness assessment was found to have any significant influence on consumer intended loyalty behavior in Internet‐enabled supplies chains.     

MEASURING CUSTOMERS' PERCEPTIONS OF LOGISTICS SERVICE QUALITY OF 3PL SERVICE PROVIDERS

Despite its importance, with the major exception of Mentzer and colleagues, the development and measurement of the Logistics Service Quality construct (LSQ) has been relatively under researched. This paper reports the testing and validation of the LSQ instrument (Mentzer, Flint, and Kent 1999) in the context of the third‐party logistics industry in the UK. The 3PL setting was considered a logical progression for testing the instrument versus the original in‐house logistics service provider. The study is based on a cross sectional mail survey of the customers of third‐party logistics service providers.     

Best–Worst Scaling Approach to Predict Customer Choice for 3PL Services

This study describes a simple, theoretically based methodology to analyze the nature of customer demand for third‐party logistics provider service components. The method overcomes limitations in prior studies and enables us to examine the relative importance of product and service attributes as they pertain to the choice of third‐party logistics providers. Two distinct types of customers populate our data: those professing operational attributes and those seeking relational attributes. The theoretical and practical implications are that improved supply chain models can be developed when separate demand structures are taken into account.     

大规模定制模式下基于顾客需求的物流服务商选择研究

以大规模定制(MC)为背景,根据企业顾客的服务需求,提出了一个基于质量功能展开(Quality Function Deployment,QFD)和TOPSIS(综合距离评价)算法相结合选择物流服务商的新方法。首先依据QFD的方法,对基于顾客需求的物流服务商进行了详细分析,然后运用TOPSIS算法,综合考虑几项指标,从候选物流供应商中选择满足顾客需求的"理想物流服务商"。最后,通过举例验证思路的科学性和合理性。     

Service quality and the congruency of employee perceptions and customer expectations: The case of an electric utility

Understanding how the quality of customer service is impacted by employees is essential to managing and improving customer service quality. This article develops a model that looks at the relationship between a series of two important customer service gaps. The first series of gaps (service provider gaps) is a result of the difference between consumers' and employees' expectations based on various dimensions of the customer service encounter. The second series of gaps (service quality gaps) occur when a difference exists between consumer expectations and the service they actually receive based on specific aspects of the customer service encounter. This study found a positive significant relationship between these two series of gaps. This significant relationship provides empirical evidence as to the importance of keeping employees informed about the expectations of consumers. © 1995 John Wiley & Sons, Inc.     

Evaluating service quality and consumer satisfaction in emerging markets

Developing economies offer tremendous potential for future growth and organizations appreciating these consumers’ requirements stand to reap considerable returns. However, compared with more developed economies published consumer studies are few. In particular, there is a dearth of service quality research and hardly any from Africa. Furthermore, the little available research tends to apply Western methodologies, which may not be entirely appropriate. This research investigates East African consumer perceptions of retail banking using an approach that takes account of the research context. Qualitative research was undertaken to define the relevant service attributes. Performance along these was then investigated through a survey with over 2000 respondents. Principal component analysis identifies 13 core service dimensions and multinomial logistic regression reveals which are the key drivers of customer satisfaction. Comparison of the results with studies from other regions confirms that established standardized research instruments are likely to miss or under‐represent service attributes important in developing countries.     

The Language of Marketplace Rituals: Implications for Customer Experience Management

The domain of customer experience management (hereafter, CEM) includes every point of customer contact with products, services or businesses (Grewal, Levy, and Kumar 2009). In a recent special issue of the Journal of Retailing, Puccinelli et al. (2009) assert that a key atmospheric element of CEM that can shape customer satisfaction within the retail setting is the “interaction between the customer and employee” (p. 24). In this paper, we delve further into the social-interaction aspects of retail atmospherics, by focusing on how retailers and service providers use language to facilitate a specific type of provider/customer experience that we label the “marketplace ritual.” We use depth interviews and participant observation to: (1) analyze the structure and function of the specific utterances providers identify as salient when creating and executing marketplace rituals; (2) discuss the ways language contributes to perceived strategic CEM-related outcomes; and (3) examine providers’ perceptions of the potentially negative consequences of ritual language for CEM.