基于顾客感知的网购快递物流服务质量评价模型分析被引量：4

Evaluation Model of Service Quality of Express Logistics Service for Online Shopping Based on Customer Perception

下载PDF

导出

摘要为了提高网购快递物流服务质量,文章选取广西有代表性的、不同类型的快递物流企业为研究样本,以网购快递物流服务质量决定因素为主线,对服务质量、顾客满意、顾客信任等因素的相互关系进行研究,同时对快递物流服务补救这一干预变量的影响进行探讨。研究结果表明,网购快递物流服务质量与其决定因素之间关系方面具有普适性。 To improve service quality of express logistics service for online shopping,taking some representative,different types express logistics enterprises of Guangxi as the research sample,taking the factors that determine the online shopping express logistics service quality as the main line,the interrelations of the factors such as the service quality,customer satisfaction,customer trust and other leading factors were studied.At the same time,the effect of the online shopping express logistics service remedy(an intervention variable)was discussed.The results showed that the relationship between online shopping express logistics service quality and its determinants is universal.

作者花均南胡雪阳

机构地区桂林电子科技大学商学院

出处《大众科技》 2018年第11期113-115,共3页 Popular Science & Technology

基金广西教育厅科研资助项目(YB2014129) 广西哲社课题资助项目(17FJY009)

关键词服务质量网购快递物流 service quality online shopping express logistics

分类号 Q813.11 [生物学—生物工程]

引文网络
相关文献

参考文献1

1韩睿,田志龙.促销类型对消费者感知及行为意向影响的研究[J].管理科学,2005,18(2):85-91. 被引量：91

二级参考文献15

1Chen Shih-Fen, Monroe Kent B., Lou Yung-Chien. The effects of framing price promotion messages on consumers′ perceptions and choice decisions [J]. Journal of Retailing, 1998, 74(3): 353-372.
2Hardesty,Bearden. Consumer evaluations of different promotion types and price presentations:the moderating role of promotional benefit level [J]. Journal of Retailing, 2003,(79):17-25.
3Folkes,Wheat. Consumer′s price perceptions of promoted products [J]. Journal of Retailing, 1995,71(3): 317-328.
4Munger,Grewal. The effects of alternative price Promotional methods on consumers product evaluations and purchase intentions [J]. The Journal of Product and Brand Management, 2001,10(3):185-197.
5Laroche, Pons, et al. Consumers use of price promotions: a model and its potential moderators [J]. Journal of Retailing and Consumer Services, 2001,(8):251-260.
6Green L. Differential responses to retail sales promotion among African-American and Anglo-American consumers [J]. Journal of Retailing, 1995, 71(1):83-93.
7Compeau L. D., Grewal D. Comparative price advertising: an integrative review [J]. Journal of Public Policy and Marketing, 1998,17(2):257-273.
8Blattberg Briesch,Fox. How promotions work [J]. Marketing Science, 1995, 14(3): 122-132.
9Della Bitta, Albert J., Monroe Kent B., McGinnis, John M. Consumer perceptions of comparative price advertisements [J]. Journal of Marketing Research, 1981,18(11):418-427.
10Kalwani M.U., Yim Ch.K. Consumer price and promotion expectations: an experimental study [J]. Journal of Marketing Research, 1992,(29):90-100.