大数据时代物流末端配送、消费体验需求满足及其价值创造能力提升
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摘要
物流末端配送作为面向终端消费者的物流环节,消费者的体验需求及其满足程度成为实现物流末端配送效益的重要衡量标准。物流末端配送的数量与质量要求不断提高,其消费体验影响物流末端配送的市场竞争。物流末端配送需要满足多样化、个性化以及品质化的市场需求,注重消费体验需求满足中的价值创造。结合大数据时代的物流末端配送需求变化,根据物流末端配送的新要求、新特点,从物流末端配送的消费体验需求出发,基于消费体验需求满足的物流末端配送价值创造能力提升的多维视角,阐述提升路径,更好地适应大数据时代的市场竞争要求,满足消费者的物流末端配送体验需求,从而提升大数据时代物流末端配送的价值创造能力。
Logistics endpoint distribution is the end link facing terminal consumers. The experience demands and satisfaction of consumers become the important measure for obtaining distribution benefit. There have been increasing demands for quantity and quality of logistics endpoint distribution and the consumption experience of endpoint distribution affects market competition. The logistics endpoint distribution needs to meet the market demands of diversification,personalization and quality,and more attention should be paid to the value creation based on the demands satisfaction of consumption experience.Based on the changing demands of the logistics endpoint distribution in the big data era and the new demands and new characteristics of the logistics endpoint distribution,starting from the demands of consumption experience and from the multi-dimensional perspectives for improving the value creation capacity,this paper analyzes the improving paths of the value creation capacity. The aim is to adapt to the market competition and satisfy the demands of consumers' experience so as to improve the value creation capacity of logistics endpoint distribution in the big data era.
Logistics endpoint distribution is the end link facing terminal consumers. The experience demands and satisfaction of consumers become the important measure for obtaining distribution benefit. There have been increasing demands for quantity and quality of logistics endpoint distribution and the consumption experience of endpoint distribution affects market competition. The logistics endpoint distribution needs to meet the market demands of diversification,personalization and quality,and more attention should be paid to the value creation based on the demands satisfaction of consumption experience.Based on the changing demands of the logistics endpoint distribution in the big data era and the new demands and new characteristics of the logistics endpoint distribution,starting from the demands of consumption experience and from the multi-dimensional perspectives for improving the value creation capacity,this paper analyzes the improving paths of the value creation capacity. The aim is to adapt to the market competition and satisfy the demands of consumers' experience so as to improve the value creation capacity of logistics endpoint distribution in the big data era.
引文
[1]张昕.末端物流共同配送模式及决策路径——基于电商物流和社区服务的供需分析[J].财经问题研究,2013,(3):123-129.
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[19]戴君,谢琍,王强.第三方物流整合对物流服务质量、伙伴关系及企业运营绩效的影响研究[J].管理评论,2015,(5):188-197.
[20]耿东海,樊一阳.基于用户体验的可视化信息检索模型及界面研究[J].现代情报,2014,(3):162-167.
[21]Mahajan S.,Venugopal V.Value of information sharing and lead time reduction in a supply chain with autocorrelated demand[J].Technology Operation Management,2011,2(1):39-49.
[22]王志宏,夏青.商业信用和数量折扣组合合同下物流服务供应链的协调[J].预测,2015,(5):41-47.
[23]Geetha K.V.,Ut hayakumar R.Evaluation of supply chain with quality improvement under trade credit and freight rate discount[J].OPSEARCH,2014,51(3):463-478.
[24]王潇,王迎军.从服务体验范式分析精益思想在服务企业中的创新应用[J].软科学,2015,(6):94-98.
[25]李慢,马钦海,赵晓煜.网络服务场景对在线体验及行为意向的作用研究[J].管理科学,2014,(4):86-96.
[2]Bilgihan A.,Okumus F.,Nusair K.,Bujisic M.Online experiences:Flow theory,measuring online customer experience in e-commerce and managerial implications for the lodging industry[J].Information Technology&Tourism,2014,14(1):49-71.
[3]钟耀广.优化电商环境下的城市共同配送——基于全国试点城市经验[J].开放导报,2015,(5):51-54.
[4]Hiremath N.C.,Sahu S.,Tiwari M.K.Multi objective outbound logistics network design for a manufacturing supply chain[J].Journal of Intelligent Manufacturing,2013,24(6):1071-1084.
[5]Mirakhorli A.Fuzzy multi-objective optimization for closed loop logistics network design in bread-producing industries[J].The International Journal of Advanced Manufacturing Technology,2014,70(1):349-362.
[6]王汉新.城市生态配送系统理论研究[J].学术论坛,2014,(9):48-52.
[7]曹巍,刘南.终端网点参与下电子商务物流外包的协调策略研究[J].管理工程学报,2015,(4):194-204.
[8]郭云,谭克虎.快递业规模经济与我国快递业的发展[J].兰州学刊,2015,(2):184-190.
[9]张锦,陈义友.物流“最后一公里”问题研究综述[J].中国流通经济,2015,(4):23-32.
[10]Field J.M.,Xue M.,Hitt L.M.Learning by customers as co-producers in financial services:An empirical study of the effects of learning channels and customer characteristics[J].Operations Management Research,2012,5(1):43-56.
[11]杨朋珏,胡昊,王俊嘉,安芬.电子商务环境下城市配送末端网点选址模型研究[J].工业工程与管理,2014,(1):35-40.
[12]Siu,N.YM.,Zhang,T.JF.,Yau,CY.J.The Roles of Justice and Customer Satisfaction in Customer Retention:A Lesson from Service Recovery[J].Journal of Business Ethics,2013,114(4):675-686.
[13]杨聚平,杨长春,姚宣霞.电商物流中“最后一公里”问题研究[J].商业经济与管理,2014,(4):16-22.
[14]Schouten J.W.,Mc Alexander J.H.,Koenig H.F.Transcendent customer experience and brand community[J].Journal of the Academy of Marketing Science,2007,35(3):357-368.
[15]毛薇.网络购书末端配送服务流程的研究[J].图书馆学研究,2015,(14):54-56.
[16]陈修齐.体验时代的末端快递O2O模式研究[J].哈尔滨商业大学学报(社会科学版),2014,(2):41-49.
[17]Lemke F.,Clark M.,Wilson H.Customer experience quality:An exploration in business and consumer contexts using repertory grid technique[J].Journal of the Academy of Marketing Science,2011,39(6):846-869.
[18]Sarraj R.,Ballot E.,Pan S.,Montreuil B.Analogies between Internet network and logistics service networks:Challenges involved in the interconnection[J].Journal of Intelligent Manufacturing,2014,25(6):1207-1219.
[19]戴君,谢琍,王强.第三方物流整合对物流服务质量、伙伴关系及企业运营绩效的影响研究[J].管理评论,2015,(5):188-197.
[20]耿东海,樊一阳.基于用户体验的可视化信息检索模型及界面研究[J].现代情报,2014,(3):162-167.
[21]Mahajan S.,Venugopal V.Value of information sharing and lead time reduction in a supply chain with autocorrelated demand[J].Technology Operation Management,2011,2(1):39-49.
[22]王志宏,夏青.商业信用和数量折扣组合合同下物流服务供应链的协调[J].预测,2015,(5):41-47.
[23]Geetha K.V.,Ut hayakumar R.Evaluation of supply chain with quality improvement under trade credit and freight rate discount[J].OPSEARCH,2014,51(3):463-478.
[24]王潇,王迎军.从服务体验范式分析精益思想在服务企业中的创新应用[J].软科学,2015,(6):94-98.
[25]李慢,马钦海,赵晓煜.网络服务场景对在线体验及行为意向的作用研究[J].管理科学,2014,(4):86-96.