跨境电商背景下跨境物流服务质量对客户关系管理模式的影响因素研究  

Research on the Factors Affecting the Quality of Cross-border Logistics Services on the Customer Relationship Management Model under the Background of Cross-border E-commerce

作　　者：金焕[1] 沙蓓蓓[1] JIN Huan;SHA Bei-bei(Zhuhai City Polytechnic,Zhuhai 519090,China)

机构地区：[1]珠海城市职业技术学院,广东珠海519090

出　　处：《物流工程与管理》2024年第1期87-89,共3页Logistics Engineering and Management

基　　金：广东省普通高校特色创新类项目:跨境电商背景下跨境物流服务质量对客户关系管理模式的影响因素研究——基于RFM模型理论(项目编号:2021WTSCX227)。

摘　　要：跨境电商环境下的物流服务质量目前存在四方面问题:一是高昂的物流运输成本;二是漫长的物流运输时间;三是退换货服务难兑现;四是政治、文化、海关的风险。这四个方面问题的出现,会导致跨境物流服务质量的下降,造成客户期望值与现实服务质量之间的差距,因此,物流服务质量成为影响跨境电商B2B企业客户经营决策的主要因素。文中用结构方程模型探究跨境电商物流服务质量中6个维度对B2B企业客户关系管理模式的影响,发展了适合用于度量跨境电商环境下跨境物流服务质量水平的量表;同时也明确了跨境电商环境下跨境物流服务质量与客户关系管理模式的作用机理。There are four problems in the quality of logistics services in the cross-border e-commerce environment,which are high logistics and transportation costs,long logistics and transportation time,difficulties in fulfilling the return and exchange service,and political,cultural and customs risks.This series of problems leads to the low quality of cross-border logistics services,and there is a significant gap between the expectations of enterprise customers and the actual service quality.Therefore,the quality of logistics services has become the main factor affecting the business decisions of cross-border e-commerce B2B enterprise.This study uses a structural equation model to explore the impact of six dimensions of cross-border e-commerce logistics service quality on the customer relationship management model of B2B enterprises,and develops a scale suitable for measuring the quality level of cross-border logistics services in a cross-border e-commerce environment.At the same time,it also clarifies the mechanism of cross-border logistics service quality and customer relationship management model in the cross-border e-commerce environment.

关 键 词：跨境物流服务 客户关系管理 结构方程 RFM模型 

分 类 号：F752[经济管理—国际贸易]