B2C及C2C网购物流服务质量测量述评:一个概念模型及理论框架
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摘要
B2C及C2C网络购物市场规模持续迅速增长,价格促销策略广泛应用的同时,物流服务质量成为新的竞争焦点,大型商家自建物流体系,第三方物流企业改进服务水平。本文关注于B2C及C2C网络购物物流服务质量领域,主要有两方面贡献:一是从服务质量到物流服务质量再到电子服务质量和电子实物分拨质量的研究成果详尽梳理,为理清和理解服务质量理论提供完整的分析述评;二是构建B2C及C2C网络购物物流服务质量测量的概念模型及理论框架体系,对其概念定义、测量方法、测量环节、测量维度及具体题项进行了界定,为今后B2C及C2C网络购物物流服务质量测评和质量提升及相关研究提供理论参考。
The volume of B2 C and C2 C online shopping market increases quickly and continuously,which makes logistics service quality being a new focus of competition,though pricing is still a widely used strategy of websites. Large scale websites are busy building logistics departments,and the third party logistics companies are also busy improving themselves to enlarge market shares. This paper concerns with B2 C and C2 C online shopping logistics service quality,and it mainly has two aspects of contributions: one is the thorough review of former researches from service quality to logistics service quality and internet based logistics service quality,providing complete illustrations and analyses to understand service quality theory; the other is the construction of B2 C and C2 C online shopping logistics service quality assessment model and its theory framework,including the definition of concepts,measuring methods,procedures and dimensions with specific items,which would offer some references to the future research of online shopping logistics service quality and its improvement as well as other related researches.
The volume of B2 C and C2 C online shopping market increases quickly and continuously,which makes logistics service quality being a new focus of competition,though pricing is still a widely used strategy of websites. Large scale websites are busy building logistics departments,and the third party logistics companies are also busy improving themselves to enlarge market shares. This paper concerns with B2 C and C2 C online shopping logistics service quality,and it mainly has two aspects of contributions: one is the thorough review of former researches from service quality to logistics service quality and internet based logistics service quality,providing complete illustrations and analyses to understand service quality theory; the other is the construction of B2 C and C2 C online shopping logistics service quality assessment model and its theory framework,including the definition of concepts,measuring methods,procedures and dimensions with specific items,which would offer some references to the future research of online shopping logistics service quality and its improvement as well as other related researches.
引文
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[2]中国互联网络信息中心.2010年中国网络购物市场研究报告[R].中国互联网络信息中心,2011
[3]中国互联网络信息中心.第29次中国互联网络发展状况统计报告[R].中国互联网络信息中心,2012
[4]中国互联网络信息中心.2012年中国网络购物市场研究报告[R].中国互联网络信息中心,2013
[5]Jacoby J.Consumer Research:A State of the Art Review[J].Journal of Marketing,1978,42(2):87-96
[6]Parasuraman A.,Zeithaml V.,Berry L.SERVQUAL:A Multiple-item Scale for Measuring Customer Perceptions of Service Quality[J].Journal of Retailing,1988,64(1):12-40
[7]Mentzer J.T.,Flint D.J.,Kent J.L.Developing a Logistics Service Quality Scale[J].Journal of Business Logistics,1999,20(1):9-32
[8]Yuan X.,Grant D.B.,Fernie J.Physical Distribution Service Quality in Online Retailing[J].International Journal of Physical Distribution&Logistics Management,2010,40(4/5):415-432
[9]尚晓燕,王永贵.组织市场上顾客知识体系的构成与测量——基于中国企业的实证研究[J].管理评论,2015,27(2):67-76
[10]邢博,白长虹.精益服务:理论测量与有效性检验[J].管理评论,2014,26(11):106-118
[11]Gronroos C.Strategic Management and Marketing in the Service Sector[R].Swedish School of Economics and Business Administration,1982
[12]Gronroos C.A Service Quality Model and Its Marketing Implication[J].European Journal of Marketing,1984,18(4):36-44
[13]Parasuraman A.,Zeithaml V.,Berry L.A Conceptual Model of Service Quality and Its Implications for Future Research[J].Journal of Marketing,1985,49(3):41-50
[14]Parasuraman A.,Zeithaml V.,Berry L.Refinement and Reassessment of the SERVQUAL Scale[J].Journal of Marketing,1991,67(4):41-50
[15]Ladhari R.A Review of 20 Years of SERVQUAL Research[J].International Journal of Quality and Service Sciences,2009,1(2):172-198
[16]Kumar M.,Kee F.T.,Charles V.Comparative Evaluation of Critical Factors in Delivering Service Quality of Banks:An Application of Dominance Analysis in Modified SERVQUAL Model[J].International Journal of Quality&Reliability Management,2010,27(3):351-377
[17]Carman J.M.Consumer Perceptions of Service Quality:An Assessment of the SERVQUAL Dimensions[J].Journal of Retailing,1990,66(1):33-55
[18]Teas K.R.Expectations,Performance Evaluation,and Consumers’Perceptions of Quality[J].Journal of Marketing,1993,57(4):18-34
[19]Dabholkar P.A.Consumer Evaluations of New Technology-Based Self-Service Options:An Investigation of Alternative Models of Service Quality[J].Journal of Research in Marketing,1996,13(1):29-51
[20]Finn D.W.,Lamb C.W.Jr.An Evaluation of the SERVQUAL Scales in a Retailing Setting[J].Advances in Consumer Research,1991,18(1):483-490
[21]Guiry M.Consumer and Employee Roles in Service Encounters[J].Advances in Consumer Research,1992,19(1):666-672
[22]Cronin J.J.,Taylor S.A.SERVPERF versus SERVQUAL:Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality[J].Journal of Marketing,1992,58(1):125-131
[23]Andronikidis A.Linking Dimensions of Perceived Service Quality to Actual Purchase Behavior[J].Euro Med Journal of Business,2009,4(1):4-20
[24]Qin H.,Prybutok V.R.,Zhao Q.Perceived Service Quality in Fast-food Restaurants:Empirical Evidence from China[J].International Journal of Quality&Reliability Management,2010,27(4):424-437
[25]Lewlyn L.R.,Gopalakrishna B,Varambally K.V.M,et al.Comparison of SERVQUAL and SERVPERF Metrics:An Empirical Study[J].The TQM Journal,2011,23(6):629-643
[26]Gilmore A.,Mc Mullan R.Scales in Services Marketing Research:A Critique and Way Forward[J].European Journal of Marketing,2009,43(5/6):640-651
[27]Brochado A.Comparing Alternative Instruments to Measure Service Quality in Higher Education[J].Quality Assurance in Education,2009,17(2):174-190
[28]Jain S.K.,Gipta G.Measuring Service Quality:SERVQUAL vs.SERVPERF Scales[J].The Journal for Decision Makers,2004,29(2):25-37
[29]Bienstock C.C.,Mentzer J.T.,Bird M.M.Measuring Physical Distribution Service Quality[J].Journal of the Academy of Marketing Science,1997,25(4):31-44
[30]Williamson K.C.,Spitzer D.M.,Bloomberg D.J.Modern Logistics Systems:Theory and Practice[J].Journal of Business Logistics,1990,11(2):65-88
[31]Perrault W.D.,Russ F.A.Physical Distribution Service:A Neglected Aspect of Marketing Management[J].MSU Business Topics,1974,22(2):37-45
[32]Bienstock C.C.,Royne M.B.Technology Acceptance and Satisfaction with Logistics Services[J].The International Journal of Logistics Management,2010,21(2):271-292
[33]Hazen B.T.,Byrd T.A.Toward Creating Competitive Advantage with Logistics Information Technology[J].International Journal of Physical Distribution and Logistics Management,2012,42(1):8-35
[34]Ruth B.,Nucharee S.Selecting Logistics Providers in Thailand:A Shippers’Perspective[J].European Journal of Marketing,2011,45(3):419-437
[35]Mentzer J.T.,Williams L.R.The Role of Logistics Leverage in Marketing Strategy[J].Journal of Marketing,2001,8(3/4):29-48
[36]Stank T.P.,Thomas J.G.,Vickery S.K.Effect of Service Supplier Performance on Satisfaction and Loyalty of Store Managers in the Fast Food Industry[J].Journal of Operations Management,1999,17(2):429-447
[37]Mentzer J.T,Gomes R.,Krapfel R.E.Physical Distribution Service:A Fundamental Marketing Concept?[J].Journal of the Academy of Marketing Science,1989,17(1):53-62
[38]Mentzer J.T.,Myers M.B.,Cheung M.S.Global Market Segmentation for Logistics Services[J].Industrial Marketing Management,2004,33(1):15-20
[39]Mohammed R.,Harlina S.J.Measuring Customers’Perceptions of Logistics Service Quality of 3PL Service Providers[J].Journal of Business Logistics,2007,28(2):159-175
[40]Raquel F.L.,Juan M.J.Managing Logistics Customer Service Under Uncertainty:An Integrative Fuzzy Kano Framework[J].Information Sciences,2012,202(10):41-57
[41]Stank T.P.,Goldsby T.J.,Vickery S.K.Logistics Service Performance:Estimating its Influence on Market Share[J].Journal of Business Logistics,2003,24(1):27-55
[42]洪志生,苏强,霍佳震.服务质量管理研究的回顾与现状探析[J].管理评论,2012,24(7):152-163
[43]叶作亮,蔡丽,叶振华等.3PL服务质量与C2C顾客满意度的实证研究[J].科研管理,2011,32(8):119-126
[44]邓爱民,陶宝,马莹莹.网络购物顾客忠诚度影响因素的实证研究[J].中国管理科学,2014,22(6):94-102
[45]Rabinovich E.,Knemeyer A.M.,Mayer C.M.Why Do Internet Commerce Firms Incorporate Logistics Service Providers in Their Distribution Channels?The Role of Transaction Costs and Network Strength[J].Journal of Operations Management,2007,25(3):661-681
[46]Rabinovich E.,Bailey J.P.Physical Distribution Service Quality in Internet Retailing:Service Pricing,Transaction Attributes,and Firm Attributes[J].Journal of Operations Management,2004,21(4):651-672
[47]Chatterjee P.Multiple-Channel and Cross-Channel Shopping Behavior[J].Marketing Intelligence&Planning,2010,28(1):9-24
[48]Barrutia J.M.,Gilsanz A.E-Service Quality:Overview and Research Agenda[J].International Journal of Quality and Service Science,2009,1(1):29-50
[49]Seneler C.O.,Basoglu N.,Daim T.U.An Empirical Analysis of the Antecedents of Adoption of Online Services[J].Journal of Enterprise Information Management,2010,23(4):417-438
[50]Fan Q.,Lee J.Y.,Kim J.I.The Impact of Web Site Quality on Flow-Related Online Shopping Behaviors in C2C E-Market Places[J].Managing Service Quality,2013,23(5):364-387
[51]Hsu T.H.,Hung L.C.,Tang J.W.The Multiple Criteria and Sub-Criteria for Electronic Service Quality Evaluation[J].Online Information Review,2012,36(2):241-260
[52]Gotzamani K.D.,Tzavlopoulos Y.E.Measuring E-commerce Quality:An Exploratory Review[J].International Journal of Quality and Service Science,2009,1(3):271-279
[53]Dadzie K.M.,Cristian C.Customer Service in the Internet-enabled Logistics Supply Chain:Website Design Antecedents and Loyalty Effects[J].Journal of Business Logistics,2005,26(1):53-78
[54]Rabinovich E.Logistics Service Providers in Internet Supply Chains[J].California Management Review,2006,48(4):84-108
[55]Zeithaml V.A.,Parasuraman A,Malhotra A.E-service Quality:Definition,Dimensions and Conceptual Model[R].MarketingScience Institute,2000
[56]Zeithaml V.A.,Parasuraman A.,Malhotra A.Service Quality Delivery through Web Sites:A Critical Review of Extant Knowledge[J].Journal of the Academy of Marketing Science,2002,30(4):362-375
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