创新驱动战略下物流服务业创新经营模式探析

中共十八大报告指出,我国已进入了以创新能力及创新水平为主要动力的驱动发展阶段,国家应实施创新驱动发展战略促进经济的再增长。服务业作为新世纪产业发展的主力,其可持续的发展对提升国家的综合实力非常关键,服务创新在其中将起到决定性的作用。主要就当下物流服务业的经营管理创新进行详细分析研究,并构建了物流服务供应链的结构模型,一定程度上提高了大家对创新驱动战略下物流服务业创新运作模式的了解。     

粤港澳大湾区物流业高质量发展的路径

物流高质量发展的内在特点是物流系统化程度高、技术先进、产业和产品结构合理、内生动力强。可用单位GDP的社会物流成本、单位物流成本的物流增加值、物流服务水平、技术创新能力、绿色发展等指标评价物流业发展质量。粤港澳大湾区物流业发展质量虽然在全国处于领先水平,但与美、日、欧等发达经济体的先进水平相比仍有较大差距。物流业发展质量偏低表现为物流的成本高,服务水平、生产效率和经济效益较低,资源浪费和环境污染等等,其原因在于技术创新不足,第三产业欠发达且发展不均衡,物流产业组织集聚程度相对较低,物流技术应用不足及劳动力成本上涨,物流一体化程度不高,物流组织管理技术不强,铁路物流发展滞后和海关效率低下等。提高粤港澳大湾区物流发展质量,要创建粤港澳大湾区创新生态系统,强化技术创新,深化第三产业发展,加快物流产业集聚,培养具有世界领先水平的物流龙头企业,加强物流技术推广和应用,加速物流一体化进程,用技术推动物流商业模式和经营业态创新,提升全球供应链的组织技术,深化铁路物流系统改革,加大海关改革力度,发展绿色物流。     

Critical innovation characteristics influencing the acceptability of a new pharmaceutical product format

This paper investigates the Critical innovation characteristics that influence the acceptability of a new pharmaceutical product format as perceived by medical service providers. Professional service providers act as "surrogate adopters" as they decide about the adoption of a product intended for their clients' use. We employ a qualitative research approach to explore which product related characteristics physicians evaluate when assessing the acceptability of a new product format in the pharmaceutical market. The main results concern (1) the distinct nature of a distributed adoption decision-making, (2) the refinement of relevant innovation attributes in a medical service context, and (3) the contextuality of innovation adoption. The research results show that innovation characteristics cannot be feasibly studied without taking into account the adoption context, here the medical service encounter and its institutional environment. Managerial implications of these findings are discussed.     

MANAGING LOGISTICS OUTSOURCING RELATIONSHIPS: AN EMPIRICAL INVESTIGATION IN CHINA

While many companies outsource their logistics functions, creating a collaborative relationship with third‐party logistics service providers remains a challenge. The current study explores the effects of often overlooked human factors in this context. Data on buyer perspectives were collected in China. The analysis results suggest that buying firm's top management championship, supplier firm's designated employees, and the buyer‐seller personal relationships (i.e. Guanxi) at different levels, all have significant impacts on inter‐firm collaboration, which in turn enhances the buying firm's logistics performance.     

Prior Knowledge and New Product and Service Introductions by Entrepreneurial Firms: The Mediating Role of Technological Innovation

Most research on new product and service development by entrepreneurial firms takes an individual‐level, prelaunch perspective or firm‐level postlaunch perspective. Our study examines two components of the new product and service introduction process: how entrepreneurs' prior knowledge underpins (1) firm technological innovation prior to the introduction of new products and services (prelaunch) and (2) postlaunch viability of those new products and services. Our findings, based on a series of analyses of data from 158 entrepreneurial firms, show that formal technological innovation fully mediates the relation between prior knowledge and the introduction of viable new products and services.     

中小物流企业的信息化建设探讨

信息化建设是物流企业未来发展的重要趋势,中小物流企业作为新兴物流行业中的绝对多数,它的信息化建设对行业的未来发展起着很重要的作用。该文对我国中小物流企业的现状进行了分析,据此提出中小物流企业信息化建设的几点建议,如采用应用服务提供商模式完成中小物流企业信息化建设。     

两级物流服务商参与的供应链最优决策与利益分配研究——基于多种合作模式视角

在两级物流服务商参与的供应链系统中存在一条由制造商与零售商构成的产品供应链（PSC）和另一条由物流服务集成商和物流服务提供商构成的物流服务供应链（LSSC）。通过分析两方合作、多方合作等不同决策模式下的博弈情形，得出在两方合作决策模式下，对于LSSC来讲，集中决策属于占优战略，而当物流服务水平敏感系数与零售价格敏感系数满足一定条件时，PSC会选择集中决策；系统集中决策模式、三方合作决策模式、两方合作决策模式下的系统总利润、物流服务水平和产品销量依次递减；采用Nash谈判模型及最小核心法设计了不同合作模式下的供应链利益分配机制，实现供应链协调；最后，通过数值分析验证了相关命题的研究结论和利益分配机制的有效性，并在此基础上提出了未来可深入研究的领域与方向。     

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.     

服务模块化对物流企业的创新分析

物流业是一种融合运输业、仓储业、货代业和信息业等行业的新兴复合型服务产业。随着国内经济的快速发展和市场需求的不断扩大,物流产业已成为促进国民经济增长的一个非常重要的服务部门。与此同时,越来越多的消费者希望物流企业能提供多样化、一体化的服务,服务创新正成为提升物流企业竞争力的重要路径。本文利用服务模块化的思想,将物流企业所提供的服务进行模块化分解,并提出创新型的服务体系,拓宽我国物流行业的服务网络,力求提高我国物流企业的服务水平。     

Is the more always better? A comparative study of internal and external integration practices in new product and new service development

This study investigates the relationship between internal and external integration practices and innovation success of new products and new services. Building on the idea that key success drivers in new product and new service development may have implementing costs besides their obvious benefits, this article examines the possibility that a nonlinear relationship in the shape of an inverted U exists between innovation success and the antecedents examined in this research. The present study also addresses scholars' call for research to investigate differences in the drivers of new product and new service success. The findings suggest that differences exist in the nature of the relationship—that is, linear versus nonlinear—between cross-functional integration, customer integration, and interfirm collaboration and innovation success in a new product versus new service setting.     

THE EMPOWERMENT OF FRONTLINE SERVICE STAFF IN 3PL COMPANIES

Research on third‐party logistics (3PL) service providers has focused more on managing customer relationships than on managing the frontline personnel who interact with customers on a daily basis. Thus, even though the overall need for 3PL's to be market‐oriented is well‐recognized, relatively little is known about how 3PL companies support and develop frontline service staff to provide better service. This study draws on 3PL company site managers' responses to a postal survey that examines the influences of internal communication, customer service training and managerial coaching for customer contact employees on the relationship between market orientation and frontline service recovery empowerment.     

Collaboration on technological innovation in Danish fashion chains: A network perspective

With brand owners struggling to compete with new products, physical production processes and sourcing logistics, innovation taking place in retail networks is often overlooked. Networks in retailing are comprised by the brand owner, the varieties of single- and multi-brand stores, chains and departments stores, technology and service providers, ownership structures and local level supply chain facilities. This paper analyses theoretical and empirical views of innovation in international retail networks using lead actors in the (Danish) fashion industry as a case to highlight how this industry maintains branded stores as primary retail channels better than other industries. In order to approach the retail network as an important organisational innovation system in relation to brand owners, the aim of this paper is to characterise key elements of innovation in retail networks. The approach of this work is based on four qualitative studies of medium/larger fashion brand owners and their respective retail and service provider networks. The study shows that innovation in retailing has a continuously emergent character with open-ended strategic design requirements and strong utilisation of relations in business networks. The network comprises an innovation system that focuses on organisational learning and iterative development of the intended technologies. Implications of the current study are suggestions to brand owners, network partners and retailers on how to identify, understand, support and promote innovation via this network through systematic management of the network rather than the innovation itself.     

The impact of reverse logistics process coordination on third party relationship quality: A moderated mediation model for multichannel retailers in the fashion industry

Multichannel retailing is a widely adopted strategy in the fashion industry. Companies in this industry find it a source of competitive advantage to invest in reverse logistics infrastructure. However, limited empirical studies investigate the enablers of the relationship quality between the retailers and their reverse logistics service providers. This study quantifies the impact of reverse logistics process coordination between retailers and logistics service providers on relationship quality. Moreover, it tests the mediating role of reverse logistics service quality and the moderating role of conflict frequency in this relationship. Data were collected through a survey using a purposive sample of 241 retail store managers from the fashion retail industry of Pakistan. For this purpose, a self-administered questionnaire was developed using a five-point Likert Scale to gauge the responses. Conditional process analysis was used to evaluate the moderated mediation model. The findings showed a significant positive impact of reverse logistics process coordination on the relationship quality with a logistics service provider, a significant positive mediation effect of reverse logistics service quality, and a significant moderation effect of conflict frequency on the indirect relationship. However, conflict frequency, contrary to the hypothesis in the study, strengthened the indirect relationship. Furthermore, the moderation effect of conflict frequency on the direct relationship was insignificant. This study will help managers better understand the best practices leading to effective management of reverse logistics processes, particularly product returns.     

Enhancing Dyadic Performance Through Boundary Spanners and Innovation: An Assessment of Service Provider–Customer Relationships

Firms recognize that working together through collaborative relationships offers potential benefits such as improving cooperation, information sharing, and overall performance. An additional and extremely valuable benefit of working together is the potential for creating innovative business approaches and solutions. Thus, developing external linkages has become a higher priority within many organizations. Boundary spanning employees offer one means of achieving closer cross‐firm relationships. We investigate the roles of boundary spanners by examining service providers and their relationships with customers. More specifically, we examine boundary spanning employees that are physically on‐site at customer facilities. Results provide strong support that boundary spanners perceiving higher levels of external organizational support from a client subsequently develop affective commitment to the customer. This, in turn, drives knowledge exchange and logistics innovation. A relationship between logistics innovation and performance (of service providers and of customers) was also found. Managerial implications of the research findings are discussed and suggestions presented covering future research.     

构建新发展格局下物流业与制造业深度融合发展研究

物流业与制造业深度融合发展是构建新发展格局的必然要求,近年来一些地方进行了积极实践,探索了多种深度融合发展模式。两业融合发展不仅有助于推动制造业的转型升级和创新业态模式的融合,而且有助于物流业与制造业的降本增效,提升经济社会整体效益。在构建新发展格局的背景下,应加强物流业与制造业深度融合发展的规划、加强物流业与制造业深度融合发展的要素保障、加快物流业与制造业供应链综合服务商的培育、注重制造业供应链体系全球化专业化水平的提升,不断推动物流业与制造业深度融合发展。     

The customer wants service: Why technology is no longer enough

In today's marketplace, the customer is presented with a myriad of products and services of greater variety and value than ever before. As competition becomes more intense, product and service providers are increasingly turning towards “service” or “service quality” as a means of achieving competitive advantage. Even in industries such as telecommunications, where significant technological advances have characterized the industry, companies are realizing that the best product no longer guarantees an advantage over the competition. The key ingredient in the formulation of a competitive service strategy is the proper measurement of service quality dimensions, as defined by the customer, and the continual monitoring of company performance along those dimensions. This article describes the process of identifying service quality dimensions as applied in two telecommunications network providers, one in Canada and one in Ireland. Results are compared and contrasted between the two countries.     

Innovation patterns and their effects on firm performance

This study aims to identify various innovation patterns and understand their effects on firm performance across business service sectors. By collecting empirical data from 198 Korean business services firms, we explore these firms’ major innovation patterns, conceptualized as combinations of different service innovation dimensions: service concept, service delivery, customer interaction, and technology. Then, in accordance with the innovation patterns they display, we group these firms into four clusters: ‘service delivery-based high-technology', ‘service delivery and customer interaction-integrated', ‘customer interaction-based high-technology', and ‘strongly balanced’ innovators. Last, we investigate whether these patterns influence firm performance. Our findings are three-fold: (1) the innovation patterns in business service firms result from the creation of new combinations of major service innovation dimensions, (2) four independent innovation patterns emerge in business service firms, and (3) these patterns lead to different levels of firm performance. Practically, our findings highlight the importance of highly qualified employees, customer interaction, and technology in improving financial performance.     

The Hare and the Tortoise: Do Earlier Adopters of Online Channels Purchase More?

Earlier adopters of a product or service tend to be more valuable than later adopters. Does this empirical generalization equally apply to earlier adopters of a multichannel retailer's new online channel too? This study segments customers on the basis of their responses to a new online channel and investigates the effects of their online channel adoption on purchase volumes across segments. The data cover 12.5 years of purchase history and individual transactions at a large multichannel French retailer of natural health products. Contrary to conventional wisdom, it is not innovators or early adopters, but rather the late majority segment that purchases more than the other segments, both before and after online adoption. Adoption of the firm's new online channel does not influence purchase volumes of heavy shopper segments (late majority and innovators), whereas light shopper segments tend to increase their purchases after adopting this new channel.     

LOGISTICS INNOVATION: A CUSTOMER VALUE‐ORIENTED SOCIAL PROCESS

This paper reports on a qualitative, grounded theory research project conducted in the United States, Sweden, and The United Kingdom designed to explore logistics innovation as perceived by leaders of logistics service provider firms and logistics business functions within product focused firms. Analysis of 33 depth interviews conducted within seven organizations revealed activities that reflect multiple aspects of being innovative, including: (1) setting a stage for innovation; (2) identifying clues to shifts in what customers value; (3) negotiating, clarifying, and reflecting upon insights; and (4) managing inter‐organizational learning.     

产业耦合、区域异质性与新零售组织场域

新零售业态发展受制于零售业与物流业耦合状况。两业耦合约束下，如何构建新零售组织场域是深化零售业变革以提升经济效率的重要现实问题。文章首先量化分析中国东、中和西部区域零售业与物流业耦合关系及其协调发展水平；其次提出考虑区域异质性下的新零售制度创业优势路径，并剖析新零售组织场域建构过程及其逻辑。研究发现：(1)中国零售业与物流业处于正向非对称共生状态，且共生度表现明显的区域差异；(2)零售业与物流业耦合互动状况整体不佳，东部协调水平最高，总体处于中度协调阶段，西部协调水平最低，处于勉强协调阶段；(3)东、中和西部理应分别建构平台服务商、实体零售商和物流服务商主导下的新零售组织场域；(4)三种新零售组织场域形成过程中的制度创业、集体行动、合法性建立以及新旧制度联动变迁等组织行为逻辑存在差异。研究结论为推进中国新零售业态持续健康发展提供理论支撑和实践启示。