B2C网站物流模式对顾客满意度影响机理的实证研究——基于组织间关系理论的视角  

Empirical Study on Influence of B2C Website Logistics Mode on Customer Satisfaction Based on the Theory of Interorganization Relation

作　　者：计枫 王宇露[2] 

机构地区：[1]上海理工大学管理学院,上海200093 [2]上海电机学院商学院,上海201306

出　　处：《上海电机学院学报》2016年第5期290-295,共6页Journal of Shanghai Dianji University

基　　金：教育部人文社科青年基金项目资助(13YJC630174)

摘　　要：在总结我国B2C电子商务网站的典型物流模式基础上,从组织间关系理论的视角揭示了B2C电子商务网站物流模式影响顾客满意度的机理,提出假设,并收集数据,进行了实证检验。实证结果表明,B2C电子商务网站对物流企业的控制力越强,顾客满意度就越高;B2C电子商务网站与物流企业的合作善意程度越高,顾客满意度越高;B2C电子商务网站与物流企业之间的价值观兼容程度越高,顾客满意度越高;B2C电子商务网站与物流企业的沟通越顺畅,顾客满意度越高。A typical logistics mode of B2Ce-commerce websites in China is summarized.Based on the theory of inter-organization relation,how the logistics mode of a B2Ce-commerce company influences customer satisfaction is revealed by making hypothesis,collecting data and carrying out empirical tests.The results show that,with strict control of an e-commerce company on logistics enterprises,and good cooperation,high degree of value compatibility,and smooth communications between the B2Ce-commerce and logistics companies,customer satisfaction can be improved significantly.

关 键 词：企业对消费者(B2C)电子商务网站 物流模式 顾客满意度 组织间关系 

分 类 号：F724.6[经济管理—产业经济] F259.22