众包物流风险对服务绩效影响的实证研究

Empirical Study on the Impact of Crowdsourcing Logistics Risk on Service Performance

为了解决物流行业尤其是同城物流的终端配送难题,企业开始采用众包的思路来迎接挑战。但由于众包物流行业过快的发展,存在诸多的风险从而影响服务绩效。通过问卷调查的方式获取众包物流服务数据,构建结构方程模型,对众包物流风险与其服务绩效的相互关系及其可能存在的影响机制进行验证和探究。研究结果表明:众包物流中社会系统风险对技术系统风险存在正向影响,其中发包方、接包方和二者之间的关系风险会显著地提升技术系统风险。而技术系统风险中复杂性风险对众包物流的服务质量和社会价值有负向影响,需求风险对众包物流服务绩效的三个维度都有负向影响。同时,众包物流服务绩效中的运营效率对服务质量和社会价值都存在正向影响。据此,众包企业应优化平台机制设计,增加发包方与接包方的沟通和信任;加强对接包方的监管、培训和必要设备支持;并提升平台系统的信息化响应速度和客服支持力度,从而有效提升众包物流服务绩效水平。

In order to solve the terminal distribution problems in the logistics industry, especially in the same city logistics, enterprises began to adopt crowdsourcing ideas to meet the challenges. However, due to the rapid development of the crowdsourcing logistics industry, there are many risks that affect service performance. Through the questionnaire survey, the data of crowdsourcing logistics service is obtained, and the structural equation model is constructed to verify and explore the relationship between crowdsourcing logistics risk and its service performance and its possible impact mechanism. The research results show that the social system risk in crowdsourcing logistics has a positive impact on the technical system risk, and the risk of the relationship between the contractor, the contractor and the two will significantly increase the technical system risk. The complexity risk in technical system risk has a negative impact on the service quality and social value of crowdsourcing logistics. Demand risk has a negative impact on the three dimensions of crowdsourcing logistics service performance. At the same time, operational efficiency in crowdsourcing logistics service performance has a positive impact on service quality and social value. Accordingly, crowdsourcing enterprises should optimize the platform mechanism design, increase the communication and trust between the contractor and the contractor;strengthen the supervision, training and necessary equipment support of the docking party;and improve the information response speed and customer service support of the platform system, so as to effectively improve the performance level of crowdsourcing logistics services.