物流服务质量忠诚度的新方法外文翻译可编辑.docx
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物流服务质量忠诚度的新方法外文翻译可编辑.docx
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物流服务质量忠诚度的新方法外文翻译可编辑
物流服务质量:
忠诚度的新方法外文翻译(可编辑)
物流服务质量:
忠诚度的新方法外文翻译
外文翻译
原文
Logisticsservicequality:
anewwaytoloyalty
MaterialSource:
////0>.Author:
IreneGilSaura
1Introduction
Theinclusionofconceptssuchasservicequalityandrelationshipmarketinghassignificantlychangedboththeacademicstudyandbusinesspracticeoflogistics.Logisticshastraditionallybeenconsiderednecessaryforconnectingproductionandconsumption.Fromthisperspective,acompany’slogisticsfunctionwasseenonlyasagenerator
ofcostswithnocapacityfordifferentiation.Thisbegantochangeinthemid-1990saslogisticsresearchbasedonmarketingprinciplesbegantoanalyzethecapacityoflogisticstodeliverqualityandthusgenerategreatercustomersatisfactionandloyalty.Thelogisticsindustrytodayisaclassicalexampleofservice-basedindustrydevelopment,andmorein-depthstudiesoflogisticsareneededfromtheperspectiveofsupplychannelrelationships.Inaddition,thegeneralizeduseofinformationandcommunicationtechnologiesICThasbroughtfarreachingtransformationstodifferentbusinessareasandlogisticsisnoexception.Stockandorder
management,warehousingandtransportarelogisticsactivitieswhichcanbenefitfromthenewopportunitiesofferedbythetechnologiestoorganizenewformsofsupplychainrelationships.GiventherelativelyrecentapplicationofICTtologisticsmanagement,however,thereisyetnoclearunderstandingofhowICTareappliedoroftheirimpact.
Thisworkpresentsanin-depthstudy,inaninter-organizationalcontext,oftherelationshipbetweenlogisticsservicequalityLSQ,withaparticularemphasisonitsdefiningfactorsandcustomersatisfactionandloyalty.WealsoproposetodeterminehowlogisticsICTinfluencesthisconsequencechain.Ourobjectivetherefore,istoexaminethemoderatoreffectofICTintensityonsaidvariables,inotherwords,wewanttoanalyzetheinfluenceofhighlevelsofICTincomparisontolowlevelsofICTontheperceptionofLSQandhowthiscanaffectsatisfactionandinthefinalinstance,loyalty.
Thestudyisdividedintothreeparts.First,throughaliteraturereviewwedefinethetheoreticalframeworkforexaminingthedifferentconsequencechainvariables.Secondly,weestablishthemethodologyusedintheempiricalresearchandevaluatetheresultsobtained.Finally,wereportthemostsignificantconclusionswhichcanbedrawnfromthisstudy.
2Theorydevelopmentandhypotheses
2.1Logisticsservicequality
Sincethemid-1980s,servicequalityhasbeenaprioritythemeinbothmarketingandlogisticsresearch,runningparalleltotheinterestinquality,qualitymanagementandsatisfactionincompanies.ResearchbyMillenetal.1999identifiessignificantlyimprovedcustomersatisfactionasakeybenefitofLSQ.Ontheselines,researchinSpainbyVázquezCasiellesetal.2002confirmsthatqualityinsupplierphysicaldistributionactivitieshasthegreatestinfluenceoncustomersatisfaction.
ThenotionofLSQhasbeenstudiedfromtwodifferentperspectives:
objectiveandsubjectivequality.Thefirstapproachrelatesqualitywithadaptingtheservicetoserviceproviderdefinedspecifications.Thisindustrialviewofserviceseesqualityasanaccurateevaluationofallthestagesandoperationsnecessarytodelivertheservice,likeningtheprocesstothatofmanufacturingaproductbyconsideringtheserviceasaphysicalobjectwhichcanbeobservedandwithattributesthatcanbeevaluated.Thesecondapproachtransfersevaluationofqualitytothecustomerthatissubjectivequality.Fromthisperspective,servicequalityis“aglobaljudgmentorattitude,concerningthesuperiornatureoftheservice”.
Inthesphereoflogisticsservice,thecontributionfrom,includesthisdevelopmentbyidentifyingobjectivevariablesmeasuredthroughcustomers’perceptionsinrelationtotheirexpectations
subjectivecomponentsasthemaincomponentsofLSQ.Morerecentstudies,contributetothislinebyconsideringLSQasthedifferencebetweentheexpectedandtheperceivedservice.Thissubjectivecharactermakesqualityhighlyrelativeandvolatileinnatureasitvariesintimeandspace.
Intermsofmodelingandmeasurementproposals,therearetwoschoolsintheliterature,theNordicandtheAmerican.Theformerdifferentiatestwocomponentsinservicequality:
1Technicalqualityexpressedastheservicebeingtechnicallyacceptableandleadingtoaconcreteresult;and
2Functionalqualitywhichincludesthewaythecustomeristreatedduringtheserviceprovisionprocess.
LaterworkbyRustandOliver1994addsathirdcomponent:
theserviceenvironment.TheAmericanschoolhaspredominantlyusedtheSERVQUALscaletomeasureanddimensionservicequality.Thismulti-itemscaleevaluatesfivequalitydimensionsfromaglobalperspective:
reliability;react
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- 关 键 词:
- 物流 服务质量 忠诚度 新方法 外文 翻译 编辑
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