人机交互视角下物流标准对物流服务质量的作用机理及实证研究

The Mechanism and Empirical Study of Logistics Standards to Logistics Service Quality from the Perspective of Human-Computer Interaction

为探索物流标准提升物流服务质量的作用路径,本文引入"人机交互"中介变量,并将其分成"技术功能、顾客技术准备度和任务特性"三个维度。在理论分析物流标准到人机交互再到物流服务质量的作用机理的基础上,利用调查问卷所获得的物流企业数据,从微观视角进行实证检验。研究表明:物流标准对物流服务质量提升具有积极作用;人机交互确实起到部分中介效应。本文在理论上找着了物流标准促进物流服务质量提升的多重中介机制。在实践中,基于人机交互视角,如何通过物流标准化工作破解我国物流服务质量不佳难题,为各级政府和学术界的科学决策提供理论依据。

To explore the role of logistics standards in improving logistics services quality,this paper introduces the"human-computer interaction"mediating variable and divides it into three dimensions:''technical function,customer technical preparation,and task characteristics".Based on the theoretical analysis of the mechanism of logistics standards to logistics service quality,the paper uses the questionnaires data to conduct empirical tests from macro and micro perspectives.The result shows that logistics standards have positive effects on the improvement of logistics service quality;human-computer interaction has partly intermediary effect.In this paper,a multi-media mechanism for logistics standards is established to promote the quality of logistics services in theory.In practice,based on the perspective of humancomputer interaction,it solves the problem of logistics service quality in China through logistics standardization work,and provides theoretical basis for scientific decision-making at all levels of government and academia.