顾客参与、物流服务创新与物流企业绩效关系研究

发布时间：2017-12-26 22:10

本文关键词：顾客参与、物流服务创新与物流企业绩效关系研究　出处：《安徽大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着"互联网+"等新经济形态在社会各行业各领域的广泛运用以及电子商务产业的深化发展,国内物流产业将会承担更加复杂而多变的使命,物流业不断转变传统的服务模式、增强自主创新能力和绩效水平以适应当前国民经济发展的需求是应对当前物流业整体环境急剧变化的不二之选。因此,针对物流企业绩效的提升逐渐成为学者关注的热点问题。而伴随着服务经济时代的来临,面对物流环境的不断变化,许多物流企业逐渐意识到服务创新是未来能够从根本上提高物流企业绩效、取得竞争优势的重要源泉。但服务经济的本质是以客户为导向,这不可避免地导致企业与客户的互动行为远超以往,而不考虑利用来自顾客方面的投入,物流企业的服务创新活动难以保证其开发的成功率。因此,企业需更加重视、加强和顾客间的联系,通过搭建多种渠道使他们能够参与到本企业的经营活动之中,让企业能够开发出真正符合消费者需求的产品或服务,使顾客参与的思维运用不再局限在市场营销领域,也为物流服务创新提供了一个全新的思路。因此,本文以提升物流企业绩效为目的,理清顾客参与如何影响物流服务创新进而影响企业绩效的内在作用机制,并尝试分析物流服务创新的中介作用,进而能够帮助物流企业等相关主体认识到发挥顾客参与的重要作用,顾客参与将是企业实现价值创造、绩效提升的重要途径。而本文的研究结果则为物流企业提升企业绩效和进行服务创新提供了新的研究视角。通过对前人文献与理论的梳理发现,虽有学者对顾客参与和企业绩效之间的相关关系进行了理论探讨,但很少有学者采用实证方法对物流领域内顾客参与和企业绩效的关系予以验证。本研究采取文献研究与实证分析并重的方式以探讨顾客参与各维度(信息分享、合作行为和人际互动)与物流企业绩效的相互关系,主要探讨顾客参与、物流服务创新与物流企业绩效三者之间存在的何种作用机制,研究顾客参与如何通过物流服务创新对物流企业绩效产生影响,并据此构建了顾客参与和物流企业绩效的理论模型。经过本文的研究分析,得到了如下结论:顾客参与各维度对物流服务创新及其维度存在显著的正向影响;物流服务创新及其各维度对物流企业绩效存在显著的正向影响;顾客参与各维度对物流企业绩效存在显著的正向影响,且物流服务创新在两者关系中起到了中介作用。其中在信息分享、合作行为和物流企业绩效的关系中起到了部分中介作用;而在人际互动和物流企业的关系中起到了完全中介作用。依据上述的研究结论,本文为物流企业经营者等相关主体提供一些管理建议,这对于物流企业具有一定的参考价值,能够帮助加强企业与顾客的联系,进一步增强对顾客参与和服务创新的重要性认识,并为物流企业等相关主体制定相关策略提供了理论依据和借鉴。
[Abstract]:With the deepening development of Internet plus "as a new economic form is widely used in various industries in various fields of society and the electronic commerce industry, the domestic logistics industry will undertake more complex and changeable mission, the logistics industry is changing the traditional service mode, enhancing the independent innovation ability and the level of performance to meet the current needs of national economic development is the choice of dramatic changes in the overall environment in response to the current logistics industry. Therefore, the improvement of the performance of logistics enterprises has gradually become a hot issue that scholars pay attention to. With the advent of the era of service economy, in the face of the ever-changing logistics environment, many logistics enterprises gradually realize that service innovation is an important source that can fundamentally improve the performance and competitive advantage of logistics enterprises in the future. But the essence of service economy is customer oriented, which inevitably leads to the interaction behavior between enterprises and customers far beyond the past, without considering the input from customers. The service innovation activities of logistics enterprises are difficult to ensure the success rate of their development. Therefore, enterprises need to pay more attention, and strengthen the customer contact, through setting up various channels enabling them to participate in the business activities of enterprises, so that enterprises can develop truly meet consumer demand for products or services, the customer participation thinking no longer confined in the field of marketing, but also provides a new the idea for the logistics service innovation. Therefore, this paper in order to improve the performance of logistics enterprises for the purpose of clarifying the intrinsic mechanism of customer participation affects the logistics service innovation and enterprise performance, and try the intermediary role analysis of logistics service innovation, which can help the logistics enterprises and other related subjects to recognize and play an important role of customer participation, customer participation will be an important way to realize the value of the enterprise create and improve performance. The results of this paper provide a new research perspective for the logistics enterprises to improve the enterprise performance and carry out the service innovation. Through combing the previous literature and theory, we find that although some scholars have discussed theoretically the relationship between customer participation and business performance, few scholars have empirically applied the empirical method to verify the relationship between customer participation and business performance in logistics field. This study adopts literature study and empirical analysis both ways to explore the dimensions of customer participation (information sharing, cooperative behavior and interpersonal relationship) and the performance of logistics enterprise, mainly discussed the mechanism of the relationship between customer participation and logistics service innovation and logistics performance three, study how customer participation through the logistics service have an impact on the innovation performance of logistics enterprises, and constructs the theoretical model of customer participation and the performance of logistics enterprise. Through this research and analysis, the conclusions are as follows: customer participation dimensions have significant positive impact on logistics service innovation and its dimensions; logistics service innovation and its dimensions have significant positive impact on performance of logistics enterprises; customer participation dimensions have significant positive impact on enterprise performance and logistics, the logistics service innovation in both the relationship plays an intermediary role. It played a partial mediating role in the relationship between information sharing, cooperative behavior and logistics enterprise performance, and played a complete mediating role in the relationship between interpersonal interaction and logistics enterprises. Conclusion on the basis of the above research, this paper for the logistics enterprise operators and other related entities to provide some management suggestions, which has a certain reference value for the logistics enterprises, can help enterprises to strengthen ties with customers, and further enhance the understanding of the importance of customer participation and service innovation, and logistics related enterprises to provide a theoretical basis and reference formulation related strategies.
【学位授予单位】：安徽大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F259.23

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