国外物流服务质量研究述评被引量：27

Review of the Foreign Study on Logistics Service Quality

下载PDF

导出

摘要物流服务质量研究历时40年,在某些方面取得了一定的理论研究成果,但至今尚未形成完整的理论体系。系统地梳理和总结了国外物流服务质量研究的相关文献,认为物流服务质量研究具体可以划分为3个阶段:概念研究阶段、测量研究阶段、理论研究阶段,并着重对每一阶段的物流服务质量研究进行了分析和评论,进而提出了未来的研究展望。 Logistics service quality has been studied since 1960＇s, and some theoretical findings have been achieved. But the complete theoretical systems for logistics service quality have not yet formed. Foreign literatures related to logistics service quality were reviewed. It is pointed out that the foreign studies of logistics service quality can be divided into three phases： the studies of its concept, its measurement and its theories. The studies in each phase were analyzed and remarked. Future research of logistics service quality is also given.

作者郑兵董大海金玉芳

机构地区大连理工大学管理学院

出处《管理学报》 2007年第3期373-378,共6页 Chinese Journal of Management

基金国家自然科学基金资助项目(70472061)

关键词物流服务服务质量物流服务质量综述 logistics service service quality logistics service quality overview

分类号 F713 [经济管理—产业经济]

引文网络
相关文献

参考文献37

1[1]OLIVER R L.When Consumer Loyalty[J].Journal of Marketing,1999,63(4):33-44.
2[2]MENTZER J T,Williams L R.The Role of Logistics Leverage in Marketing Strategy[J].Journal of Marketing,2001,65(3/4):29-48.
3[3]PERRAULT W D,RUSS F R.Physical Distribution Service:A Neglected Aspect of Marketing Management[J].MSU Business Topics,1974,22(2):37-45.
4[4]ACKERMAN K B.Value-Added Warehousing Cuts Inventory Costs[J].Transportation & Distribution,1989,30(7):32-35.
5[5]LALONDE B J,ZINSZER P H.Customer Service:Meaning and Measurement[C]//Chicago,IL:National Council of Physical Distribution Management,1976:156-159.
6[6]NOVAK R A,LANGLEY J C,RINEHART L M.Creating Logistics Value:Themes for the Future[M].Oak Brook,IL:Council of Logistics Management,1995.
7[7]WOODSIDE A G,FREY L L,TIMOTHY D R.Linking Service Quality,Customer Satisfaction,and Behavioral Intention[J].Journal of Health Care Marketing,1989,9(4):5-17.
8[8]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(4):53-62.
9[9]RINEHART L M,COOPER M B,WAGENHEIM G D.Furthering the Integration of Marketing and Logistics through Customer Service in the Channel[J].Journal of the Academy of Marketing Science,1989,17(4):63-71.
10[10]GILMOUR P.Customer Service:Differentiating By Market Segment[J].International Journal of Physical Distribution,1977,7(3):141-148.

二级参考文献18

1田宇.物流效率评价方法研究[J].物流科技,2000,23(2):15-19. 被引量：42
2田宇,龚国华.标竿学习[J].物流科技,2000,23(3):26-28. 被引量：2
3[1]Akerlof, G.A. (1970," The Market for ‘lemons': quality uncertainty and the market mechanism", Quarterly Journal of Economics,[J] Vol. 84 No. 3, pp. 488-500.
4[2]Holmstrom, B. (1979, "Moral hazard and observability", Bell Journal of Economics,[J] Vol. 10, pp. 74-91.
5[3]Jansson, J.O. And Shneerson, D. (1982, Port Economics,[M] MIT Press, Cambridge, MA.
6[4]Spence, M. (1973, " Job market signaling", Quarterly Journal of Economics,[J] Vol. 87, August, pp. 355-74.
7[5]Viscusi, W.K. (1978, " A note on‘ lemons' markets with quality certification",[J] Bell Journal of Economics, pp. 277-9.
8唐纳德J鲍儿索克斯,等(美).物流管理[M].北京:机械工业出版社,2000.
9Fiorenzo Franceschini Carlo Rafele. Quality evaluation in Logistic Services[M].2002.
10Charles Hollis, Susan Dann. Quality Service evaluation Dimensions in Hospital Service Value Chains[M].2000.