众包物流风险对服务绩效影响的实证研究
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摘要
为了解决物流行业尤其是同城物流的终端配送难题,企业开始采用众包的思路来迎接挑战。但由于众包物流行业过快的发展,存在诸多的风险从而影响服务绩效。通过问卷调查的方式获取众包物流服务数据,构建结构方程模型,对众包物流风险与其服务绩效的相互关系及其可能存在的影响机制进行验证和探究。研究结果表明:众包物流中社会系统风险对技术系统风险存在正向影响,其中发包方、接包方和二者之间的关系风险会显著地提升技术系统风险。而技术系统风险中复杂性风险对众包物流的服务质量和社会价值有负向影响,需求风险对众包物流服务绩效的三个维度都有负向影响。同时,众包物流服务绩效中的运营效率对服务质量和社会价值都存在正向影响。据此,众包企业应优化平台机制设计,增加发包方与接包方的沟通和信任;加强对接包方的监管、培训和必要设备支持;并提升平台系统的信息化响应速度和客服支持力度,从而有效提升众包物流服务绩效水平。
In order to solve the terminal distribution problems in the logistics industry, especially in the same city logistics, enterprises began to adopt crowdsourcing ideas to meet the challenges. However, due to the rapid development of the crowdsourcing logistics industry, there are many risks that affect service performance. Through the questionnaire survey, the data of crowdsourcing logistics service is obtained, and the structural equation model is constructed to verify and explore the relationship between crowdsourcing logistics risk and its service performance and its possible impact mechanism. The research results show that the social system risk in crowdsourcing logistics has a positive impact on the technical system risk, and the risk of the relationship between the contractor, the contractor and the two will significantly increase the technical system risk. The complexity risk in technical system risk has a negative impact on the service quality and social value of crowdsourcing logistics. Demand risk has a negative impact on the three dimensions of crowdsourcing logistics service performance. At the same time, operational efficiency in crowdsourcing logistics service performance has a positive impact on service quality and social value. Accordingly, crowdsourcing enterprises should optimize the platform mechanism design, increase the communication and trust between the contractor and the contractor; strengthen the supervision, training and necessary equipment support of the docking party; and improve the information response speed and customer service support of the platform system, so as to effectively improve the performance level of crowdsourcing logistics services.
In order to solve the terminal distribution problems in the logistics industry, especially in the same city logistics, enterprises began to adopt crowdsourcing ideas to meet the challenges. However, due to the rapid development of the crowdsourcing logistics industry, there are many risks that affect service performance. Through the questionnaire survey, the data of crowdsourcing logistics service is obtained, and the structural equation model is constructed to verify and explore the relationship between crowdsourcing logistics risk and its service performance and its possible impact mechanism. The research results show that the social system risk in crowdsourcing logistics has a positive impact on the technical system risk, and the risk of the relationship between the contractor, the contractor and the two will significantly increase the technical system risk. The complexity risk in technical system risk has a negative impact on the service quality and social value of crowdsourcing logistics. Demand risk has a negative impact on the three dimensions of crowdsourcing logistics service performance. At the same time, operational efficiency in crowdsourcing logistics service performance has a positive impact on service quality and social value. Accordingly, crowdsourcing enterprises should optimize the platform mechanism design, increase the communication and trust between the contractor and the contractor; strengthen the supervision, training and necessary equipment support of the docking party; and improve the information response speed and customer service support of the platform system, so as to effectively improve the performance level of crowdsourcing logistics services.
引文
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[2] Bahli B,Rivard S.Validating Measures of Information Technology Outsourcing Risk Factors[J].Omega,2005,33(2):175-187.
[3] Wallace L,Keil M,Rai A.How Software Project Risk Affects Project Performance:An Investigation of the Dimensions of Risk and An Exploratory Model[J].Decision Sciences,2004,35(2):289-321.
[4] Liu W,Wang Y,Xu Y.What?How?Where?A Survey of Crowdsourcing[J].Lecture Notes in Electrical Engineering,2014,269:221-232.
[5] Mladenow A,Bauer C,Strauss C.Crowdsourcing in logistics:Concepts and Applications Using the Social Crowd[J].2015:1-8.
[6] Gassenheimer J B,Siguaw J A,Hunter G L.Exploring Motivations and the Capacity for Business Crowd Sourcing[J].AMS review,2013,3(4):205-216.
[7] 卢新元,卞春会,李杨莉,等.众包物流活动中大众持续参与行为研究——以外卖O2O行业为例[J].物流工程与管理,2018,288(6):58-60.
[8] Fan Z P,Suo W L,Feng B.Identifying Risk Factors of IT Outsourcing Using Interdependent Information:An Extended Dematel Method[J].Expert Systems with Applications,2012,39(3):3832-3840.
[9] 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,(07):5-15.
[10] 陈耀庭,黄和亮.我国生鲜电商“最后一公里”众包配送模式[J].中国流通经济,2017,(02):10-19.
[11] 郭捷,王嘉伟.基于UTAUT视角的众包物流大众参与行为影响因素研究[J].运筹与管理,2017,26(11):1-6.
[12] 孙坳,何明珂.基于结构方程模型的众包物流风险识别与分析[J].管理现代化,2017,37(06):105-109.
[13] Parasuraman A,Zeithaml V A,Berry L L.Communication and Control Processes in the Delivery of Service Quality[J].Journal of Marketing,1988,52(2):35-48.
[14] Cronin J J,Taylor S A.Measuring Service Quality:A Reexamination and Extension[J].Journal of Marketing,1992,56(3):55-68.
[15] 林婉婷.基于系统动力学的众包物流服务质量评价研究[D].北京:北京交通大学,2016.
[16] 钟燕燕.基于模糊综合评价法的众包物流跨城服务质量评价[D].南昌:江西财经大学,2017.
[17] Bostrom,R P,Heinen,J S.MIS Problems and Failures:A Sociotechnical Perspective—Part I:The Causes[J].MIS Quarterly,1977,1(3):17-32.
[18] Liu S,Xia F,Zhang J.How Crowdsourcing Risks Affect Performance:An Exploratory Model[J].Management Decision,2016,54(9):2235-2255.
[19] Rai A.,Maruping L M,Venkatesh V.Offshore Information Systems Project Success:The Role of Social Embeddedness and Cultural Characteristics[J].MIS Quarterly,2009,33(3):617-641.
[20] Estelles-Arolas E,Gonzalez-Ladron-De-Guevara F.Towards An Integrated Crowdsourcing Definition[J].Journal of Information Science,2012,38(2):189-200.
[21] Ikediashi D I,Ogunlana S O,Boateng P,Okwuashi,O.Analysis of Risks Associated with Facilities Management Outsourcing:A Multivariate Approach[J].Journal of Facilities Management,2012,10(4):301-316.
[22] 罗显敏.区域物流服务绩效评价研究[D].武汉:武汉理工大学,2007.