供应链整合与客户服务运作绩效的关系

The Relationship of Supply Chain Integration and Customer Service Operation Performance

本文沿着现有关于供应链整合的重要文献的研究思路,分析企业内部整合与外部整合的关系,并对内部整合和外部整合对企业客户服务运作和客户服务绩效的作用机理进行研究,利用104家样本企业的调查数据,通过因子分析和多元线性回归分析对命题进行验证,找出供应链整合三个维度中的具体整合要素对企业的客户服务运作和客户服务绩效的影响作用。

Following the research approaches of some important literatures on supply chain integration, the authors analyze the relationship between internal and external integration, study the effect mechanism of internal and external integration on customer service operation and customer service performance, use the data of 104 sample companies and adopt factor analyses and multiple linear regression analyses to validate the hypotheses, and find out the impacts of specific integrated factors in each integration dimensions of the supply chain integration on customer service operation and customer service performance.