B2C及C2C网购物流服务质量测量述评:一个概念模型及理论框架  

Measuring B2C and C2C Online Shopping Logistics Service: A Conceptual Model and Its Theory Framework

作　　者：谢广营[1] 

机构地区：[1]中国人民大学商学院,北京100872

出　　处：《管理评论》2016年第4期186-200,共15页Management Review

基　　金：国家自然科学基金面上项目(71372157);国家自然科学基金重点项目(71232011)

摘　　要：B2C及C2C网络购物市场规模持续迅速增长,价格促销策略广泛应用的同时,物流服务质量成为新的竞争焦点,大型商家自建物流体系,第三方物流企业改进服务水平。本文关注于B2C及C2C网络购物物流服务质量领域,主要有两方面贡献:一是从服务质量到物流服务质量再到电子服务质量和电子实物分拨质量的研究成果详尽梳理,为理清和理解服务质量理论提供完整的分析述评;二是构建B2C及C2C网络购物物流服务质量测量的概念模型及理论框架体系,对其概念定义、测量方法、测量环节、测量维度及具体题项进行了界定,为今后B2C及C2C网络购物物流服务质量测评和质量提升及相关研究提供理论参考。The volume of B2 C and C2 C online shopping market increases quickly and continuously,which makes logistics service quality being a new focus of competition,though pricing is still a widely used strategy of websites. Large scale websites are busy building logistics departments,and the third party logistics companies are also busy improving themselves to enlarge market shares. This paper concerns with B2 C and C2 C online shopping logistics service quality,and it mainly has two aspects of contributions： one is the thorough review of former researches from service quality to logistics service quality and internet based logistics service quality,providing complete illustrations and analyses to understand service quality theory; the other is the construction of B2 C and C2 C online shopping logistics service quality assessment model and its theory framework,including the definition of concepts,measuring methods,procedures and dimensions with specific items,which would offer some references to the future research of online shopping logistics service quality and its improvement as well as other related researches.

关 键 词：B2C及C2C 网络购物 物流服务质量 电子商务 

分 类 号：F724.6[经济管理—产业经济] F259.2