场景、时效对快递智能末端服务效用的影响研究  

The impact of scenarios and timeliness on the utility of express intelligent terminal services

作　　者：万君[1] 李梦珂 WAN Jun;LI Mengke(School of Marketing Management,Liaoning Technical University,Huludao 125105,China)

机构地区：[1]辽宁工程技术大学营销管理学院,辽宁葫芦岛125105

出　　处：《辽宁工程技术大学学报（社会科学版）》2023年第6期456-463,共8页Journal of Liaoning Technical University(Social Science Edition)

基　　金：辽宁省社会科学规划基金项目(L20BTQ007)。

摘　　要：针对顾客在快递智能末端取件场景中对服务效用的感知问题,根据取件场景差异性和时效差异性因素对客户情绪和满意度的影响,结合空间再造理论,设计了三组在不同时效和不同场景的交互作用下取件类型和取件场景对顾客情绪和顾客满意度的影响分析实验。结果表明:取件时间(高峰期和低峰期)和取件场景(和快递柜取件)通过顾客的情绪感知影响顾客满意度。快件类型(享乐型和功能型)、取件时间和取件场景三者对顾客满意度有交互作用。研究结论为提升智能快递服务品质与用户体验提供参考。In response to customers'perception of service utility in the intelligentpickup scenario of express delivery,based on the impact of pickup scenario differences and time differences on customer emotions and satisfaction,combined with spatial reconstruction theory,three sets of interactive experiments were designed to analyzethe impact of pickup types and scenarios on customer emotions and satisfaction under different time and scenario interactions.The results showthat pickup time(peak and low peak periods)and pickup scenarios(branch pickup and express cabinet pickup)affect customer satisfaction through customer emotional perception.The types of packages(hedonic and functional),pickup times,and pickup scenarios have an interactive effect on customer satisfaction.The research conclusion provides reference for improving the quality of intelligent express delivery services and user experience.

关 键 词：快递智能末端 智能快递柜 顾客情绪 顾客满意度 

分 类 号：F274[经济管理—企业管理]