中国本土背景下可持续物流服务质量评价  

Evaluation of Sustainable Logistics Service Quality in the Local Context of China

作　　者：姜岩[1] JIANG Yan(Research Institute of the Belt and Road,Dalian Jiaotong University,Dalian 116028,Liaoning,China)

机构地区：[1]大连交通大学“一带一路”研究院,辽宁大连116028

出　　处：《中国流通经济》2024年第5期41-53,共13页China Business and Market

基　　金：教育部人文社会科学规划基金项目“‘一带一路’背景下中俄跨境电商与跨境物流协同发展研究”(21YJAGJW002);教育部中外人文交流中心2023年度研究课题“服务‘一带一路’的轨道交通国际化人才培养模式探索与实践”(23RWJL018);中央支持地方高校改革发展资金人文社科融合发展专项研究课题“‘一带一路’背景下中国高铁品牌国际化战略研究”(032013514)。

摘　　要：自然环境恶化、资源枯竭以及公众健康公平意识的增强,导致行业组织对可持续发展的重视程度日益提高,低碳化、可持续成为物流业发展的必然趋势。但学界对可持续物流服务质量的研究较为零散,包括我国在内的新兴市场国家更缺乏关于可持续物流服务质量的评价工具及实证探索。为弥补这一缺口,首先,对国内外物流服务质量相关文献进行系统回顾,并基于TBL思维、ESG理念及专家评鉴,提出涵盖环境、经济、社会和客户4个服务可持续性因素,包括19个测量指标的可持续物流服务质量评价指标体系。其次,用灰色BWM和改进的灰色关联分析法确定该评价指标体系的指标权重,显示所有指标均具有不同的重要度排序,一级指标按照权重降序排列依次为环境可持续性、客户可持续性、经济可持续性和社会可持续性。之后,为检验所构建的评价指标体系在实践中的有效性,对我国本土两家行业领先的物流服务提供商——京东物流集团和顺丰速运公司的可持续性经营实践实施评估,依据专家评分结果,在同等情况下,建议客户优先选择京东物流集团作为物流服务提供商。最后,通过灵敏度分析,进一步验证所建立的评价指标体系的稳定性及适用性,为我国企业增强物流服务的可持续性以及提升客户满意度提供有效的评价工具。基于此,我国物流服务提供商为实现可持续性转型,应着力使用环保包装材料、更新清洁能源车辆、推动仓储绿色升级以提升环境可持续性,强化服务的及时性、响应性和灵活性以促进客户的可持续性,加强绿色技术创新和推动物流成本持续优化以进一步加强经济可持续性,并通过注重员工培训及权利保护、积极履行社会责任等努力提升社会可持续性,从而构筑可持续的物流服务竞争优势。The deterioration of the natural environment,the acceleration of economic globalization and the deepening of public health equity awareness have led to the increasing attention of industry organizations to sustainable development,and lowcarbon and sustainable development has become an inevitable trend of the development of the logistics industry.However,the current academic research on the quality of sustainable logistics service is scattered,and there is the lack of evaluation tools and empirical exploration on the quality of sustainable logistics service in emerging market countries,including China.In order to make up for this gap,first,a systematic review of relevant researches on logistics service quality at home and abroad is carried out;and based on the TBL mindset,ESG concept and expert evaluation,a local sustainable logistics service quality evaluation index system covering 4 service sustainability factors including environment,economy,society and customer,including 19 measurement indicators is proposed.Second,grey BWM and improved grey correlation analysis are used to determine the index weights of the evaluation index system,showing that all indicators have different importance rankings,and the first-level indicators are environmental sustainability,customer sustainability,economic sustainability and social sustainability in descending order of weight.After that,in order to test the effectiveness of the evaluation index system constructed in practice,the sustainable business practices of two leading domestic logistics service providers,namely Jingdong Logistics and Shunfeng Express,are evaluated;and according to the expert rating results,under the same circumstances,it is recommended that customers give priority to Jingdong Logistics as a logistics service provider.Finally,through sensitivity analysis,the stability and applicability of the established evaluation index system are further verified,so as to provide an effective evaluation tool for Chinese enterprises to promote the sustainability of logist

关 键 词：物流服务质量 可持续发展 三重底线 评价指标 新兴经济体 

分 类 号：F713.1[经济管理—产业经济]