摘要
从实证角度研究了物流服务业品牌对客户关系感知的影响。构建了包括专业技能、企业声誉、企业承诺和沟通4个要素的物流服务品牌概念模型,通过对物流行业的客户进行问卷调查,运用结构方程模型展开实证研究。研究结果显示,声誉对质量感知有显著影响,专业技能和承诺对客户信任有显著影响,沟通对质量感知和客户信任均具有显著影响。
The study aims to empirically explore the influence of logistics services brand on customers＇ perceptions toward the two parties＇ relationships.It develops a conceptual framework firstly for logistics services brand which includes expertise,corporate reputation,corporate promise and communication as its construct elements.Data was collected through using questionnaire survey of buyers in logistics services and analyzed through using structural equation modeling.The results show that corporate reputation has significant effect on quality perception while expertise and corporate promise has positive and significant impact on customer trust.The results also show that communication has significant and positive impact on both quality perception and customer trust.
出处
《管理学报》
CSSCI
北大核心
2013年第5期730-739,共10页
Chinese Journal of Management
基金
国家自然科学基金资助项目(70972002)
关键词
物流服务
物流服务品牌
关系质量
关系满意
logistic services
logistic services brand
relationship quality
relationship satisfaction
