B2C电子商务环境下退货物流服务与物流成本研究

Study on Logistics Cost of Return Services in the B2C E-commerce Environment

针对网络购物退货情况下影响消费者满意度的物流服务问题。从退货物流服务和退货物流成本方面分析我国B2C电子商务退货现状,从系统化和信息化角度提出改进退货物流服务建议,并从时间源流的角度提出协调物流成本和物流服务建议。

Logistics issues concerning the return of goods are becoming increasingly more important for the customer satisfaction in on-line shopping. The paper analyzes the current status of return of pumhases made through B2C e-business from the aspects of return logistics service and return logistics cost and proposes suggestions for the improvement of return logistics services from the angle of system construction and information management as well as suggestions for the coordination of logistics cost and logistics service before, amidst,or after the occurrence of return.