产业融合下冷链物流服务质量评价实证  

Empirical Research on Cold Chain Logistic Service Quality Evaluation in the Context of Industrial Convergence

作　　者：王勇[1,2,3] 张培林 

机构地区：[1]武汉理工大学,湖北武汉430063 [2]武汉工商学院,湖北武汉430065 [3]湖北商务服务发展研究中心,湖北武汉430065

出　　处：《中国流通经济》2016年第4期33-39,共7页China Business and Market

基　　金：教育部人文社会科学研究青年基金项目"产业融合视角下生鲜农产品供应链协调优化研究"(14YJCZH154);湖北省教育厅科研计划项目"现代都市农产品供应体系的构建与优化--武汉‘菜联网’工程的实践"(B2014162);湖北商务服务发展研究中心2014年度开放基金重点课题"农副产品电子商务的实证研究"(2014Z003)

摘　　要：目前我国冷链物流行业还普遍存在着基础设施落后、专业化程度不高、服务水平低下等问题。在理论研究方面,对冷链物流服务质量的研究也相对不足,在一定程度上阻碍了我国冷链物流行业的健康发展。冷链物流服务质量评价指标体系,主要包括冷藏能力、运作能力、人员沟通能力以及物流信息能力四个维度。我国冷链物流企业,应引进先进的冷藏装备和冷藏技术,确保冷链物品流通过程中的质量;提供优质的售后服务;加强物流服务人员培训与管理,引进高端人才;重视物流信息化建设;整合内部资源,增强部门间的协调性,进一步提高企业的运作能力,增强企业的核心竞争力。there are so many problems with the development of China＇s cold chain logistic industry,such as the lagged behind infrastructure,the low level of specialization,and the low service level. In terms of the theoretical research,research on service quality of cold chain logistics is not enough,which will hinder the healthy development of China＇s cold chain logistic industry. The indicator system of quality evaluation of cold chain logistic service includes the capability for refrigeration,operation,personal communication,and logistic information. Chinese cold chain logistic enterprises should,first,introduce the advanced refrigeration equipment and technology and guarantee the quality of cold chain products during the process of circulation;second,they should provide high quality after- sale service;third,they should strengthen the training and management of professional logistic service providers and introduce more high- end talents;fourth,they should pay more attention to the development of logistics informationization;and fifth,they should integrate internal resources,strengthen crossdepartment coordination, further improve the enterprises＇ capability for operation, and enhance the enterprises＇ core competitiveness.

关 键 词：冷链物流 物流服务质量 评价体系 模糊综合评价法 

分 类 号：F259.22[经济管理—国民经济]