连锁物流服务质量体系构建与实证研究  

System of Chain Store Logistics Service Quality:Construct and An Empirical Research

作　　者：许良[1] 俞明南[1] 汪克夷[1] 

机构地区：[1]大连理工大学管理学院,辽宁大连116024

出　　处：《技术经济》2010年第7期120-126,共7页Journal of Technology Economics

摘　　要：本文在回顾国内外物流服务质量研究的文献基础上,对连锁物流服务质量的相关理论进行了分析,构建了连锁物流服务质量体系,认为连锁物流服务质量应当由正向过程质量、逆向过程质量以及结果质量3个维度所组成,并设计了相应的测量工具。通过对48家国内连锁企业的实证问卷调查,验证了测量量表的可靠性和有效性。Reviewed on the relevant researches in the field of logistics service quality in domestic and oversea, this paper analyzes theories of chain store logistics service quality and constructs the system of the chain store logistics service quality. It puts forward that chain store logistics service quality is made up of three dimensions：positive process quality, reverse process quality,outcome quality and develops relevant measurement tool. The scale of the framework is tested by the sample collected from the 48 domestic chain enterprises.

关 键 词：服务质量 连锁物流 质量体系 

分 类 号：F717[经济管理—产业经济] F252