物流服務(wù)質(zhì)量忠誠(chéng)度的新方法外文翻譯可編輯

1、物流服務(wù)質(zhì)量：忠誠(chéng)度的新方法外文翻譯（可編輯）物流服務(wù)質(zhì)量：忠誠(chéng)度的新方法外文翻譯 外文翻譯原文Logistics service quality: a new way to loyaltyMaterial Source: /0>. Author: Irene Gil Saura1 IntroductionThe inclusion of concepts such as service quality and relationship marketing has significantly changed both the academic study and business pra

2、ctice of logistics. Logistics has traditionally been considered necessary for connecting production and consumption. From this perspective© company ' s logistics function was seen only as a generatorof costs with no capacity for differentiation.This began to change in the mid-1990s as logis

3、tics research based on marketing principles began to analyze the capacity of logistics to deliver quality and thus generate greater customer satisfaction and loyalty.The logistics industry today is a classical example of service-based industry development,and more in-depth studies of logistics are n

4、eeded from the perspective of supply channel relationships.In addition,the generalized use of information and communication technologies ICT has brought far reaching transformations to different business areas and logistics is no exception. Stock and ordermanagement,warehousing and transport are log

5、istics activities which can benefit from the new opportunities offered by the technologies to organize new forms of supply chain relationships.Given the relatively recent application of ICT to logistics management, however, there is yet no clear understanding of how ICT are applied or of their impac

6、t.This work presents an in-depth study, in an inter-organizational context, of the relationship between logistics service quality LSQ, with a particular emphasis on its defining factors and customer satisfaction and loyalty. We also propose to determine how logistics ICT influences this consequence

7、chain. Our objective therefore, is to examine the moderator effect of ICT intensity on said variables, in other words, we want to analyze the influence of high levels of ICT in comparison to low levels of ICT on the perception of LSQ and how this can affect satisfaction and in the final instance, lo

8、yalty.The study is divided into three parts. First, through a literature review we define the theoretical framework for examining the different consequence chain variables. Secondly, we establish the methodology used in the empirical research and evaluate the results obtained. Finally, we report the

9、 most significant conclusions which can be drawn from this study.2 Theory development and hypotheses2.1 Logistics service qualitySince the mid-1980s, service quality has been a priority theme in both marketing and logistics research, running parallel to the interestin quality, quality management and

10、 satisfaction in companies. Research by Millen et al. 1999 identifies significantly improved customer satisfaction as a key benefit of LSQ. On these lines, research in Spain by V a zquez Casielles et al. 2002 confirms that quality in supplier physical distribution activities has the greatest influen

11、ce on customer satisfaction.The notion of LSQ has been studied from two different perspectives: objective and subjective quality. The first approach relates quality with adapting the service to service provider defined specifications. This industrial view of service sees quality as an accurate evalu

12、ation of all the stages and operations necessary to deliver the service, likening the process to that of manufacturing a product by considering the service as a physical object which can be observed and with attributes that can be evaluated. The second approach transfers evaluation of quality to the

13、 customer that is subjective quality. From this perspective, service quality is“a global judgment or attitude,concerning the superior nature of the service” .In the sphere of logistics service, the contribution from, includes this development by identifying objective variables measured through custo

14、mers ' perceptions in relation to their expectationssubjective components as the main components of LSQ. More recent studies, contribute to this line by considering LSQ as the difference between the expected and the perceived service. This subjectivecharacter makes quality highly relative and vo

15、latile in nature as it varies in time and space.In terms of modeling and measurement proposals, there are two schools in the literature, the Nordic and the American. The former differentiates two components in service quality:1 Technical quality expressed as the service being technically acceptable

16、and leading to a concrete result; and2 Functional quality which includes the way the customer is treated during the service provision process.Later work by Rust and Oliver 1994 adds a third component: the service environment. The American school has predominantly used the SERVQUAL scale to measure a

17、nd dimension service quality. This multi-item scale evaluates five quality dimensions from a global perspective: reliability; reactivity; guarantee/safety; empathy; and tangible elements According to this model, perceived quality is measured by the imbalance between two separate scales, one measurin

18、g expectations and the other the perception of the result. Later revisions of the scale, however, led Cronin and Taylor 1994 to reject measurement of expectations and consider only the result measurement scale SERVPERF. The debate is ongoing,although in the sphere of logistics specific measurement m

19、odels are being developed on the basis of the above models, but adapted to the special features of logistics service. These features include in particular the fact that the people object of the service is replaced by“things " objects, materials, products and the physical separation of customer

20、and supplier. We would underline two important contributions from Bienstock et al. 1997 and Mentzer et al. 1999. The former developed a specific model known as physical distribution service quality, based on result, rather than on functional or process dimensions. Mentzer et al. 1999 carried out a s

21、tudy to confirm the accuracy of the model developed by Bienstock et al. 1997 with an integral logistics focus. This revision and validation provided a new multidimensional model which they called LSQ. Analysis of these and other significant contributions has allowed us to identify a set of dimension

22、s for measuring LSQ timeliness, condition and accuracy of the order, quality of information, availability and quality of contact personnel. Of all these dimensions, timeliness has the greatest influence, and is understood to mean reception of the order placed by the customer at the agreed moment. A

23、more recent study confirms these results, showing that the most important component is“on timedelivery. ”2.2 Satisfaction and loyalty in inter-company relationshipsWe now proceed to analyze the main consequences of quality delivery which are satisfaction and loyalty. There is a long research traditi

24、on into both these concepts which gives different nuances to their conceptualization. Satisfaction has been studied with a dual process-result focus and is defined by some authors as a process of evaluating or measuring a purchase experience where expectations arecompared with the result. Other auth

25、ors relate satisfaction to process result, in other words to the response or state of the customer considering consumption of the product. This response may be cognitive, with satisfaction as the result of a consumption experience in which the consumer cognitively evaluates the variables expectation

26、s and results, effort and reward or satisfaction may be affective and reflect the feelings of the consumer or the company, in terms of product enjoyment. The most useful theoretical basis for explaining the process which leads to judgments of satisfaction has proved to be the disconfirmation of expe

27、ctations paradigm based on evaluating or measuring certain variables, mainly the perception of the results performance and certain comparison standards. Analysis of the most recent contributions shows a certain convergence towards understanding satisfaction as a phenomenon linked to cognitive judgme

28、nts and affective responses. Some studies share this dual focus, assuming that satisfaction is an affective response arising from a cognitive judgment.Satisfaction can also be interpreted from the point of view of a specific transaction or from an accumulative view. Most approaches in the literature

29、 use the first perspective, although proposals like those by Fornell et al. 1996 and Anderson et al. 1994 consider satisfaction as a global evaluation based on consumption experience over time or on a set of similar experiences. More recent contributions adopt this last approach in the wide sense su

30、pporting the idea of satisfaction as “a global measurement of a set of satisfactions with specific prior experiences ” . According to Jones and Suh 2000, satisfaction defined from this point of view would explain behavioral intentions better.Finally, the consequence chain closes with loyalty. The li

31、terature coincides in pointing to loyalty as the“sine qua non of an effectivebusiness strategy ” , pointing out that delivering quality and achieving satisfaction can be the basis for developing said relationship, so that it is possible to speak of a conceptual quality-satisfaction-loyalty network.

32、The link between the last two items, however, is asymmetric so that although consumers are normally satisfied, satisfaction does not universally translate into loyalty. It is true though, that while satisfaction influences loyalty, there are other determining factors and predictors of loyalty which

33、are not included in the conceptual structure of satisfaction.The literature review allowed us to identify two different approaches to the conceptual definition of loyalty. One view is that loyalty is simply another word for expressing customer retention:“a customer who continues to buy is a loyal cu

34、stomer ” . Another view is thatcustomer loyalty has an affective component where feelings are important. Research into loyalty has thus developed from the perspective of effective, evident behavior which implies repeat purchase/consumption or from the perspective of attitude. These two perspectives

35、can be reconciled through the definition offered by:Loyalty is the degree to which a customer shows repeat purchase behavior towards a supplier, is positively disposed towards the supplier and considers using only this supplier when he needs that service.These conceptual differences have given rise

36、to different measurements for loyalty. Behaviorally, loyalty is understood to be the degree of customer repeat purchase from a service provider and some typical measurements used are repurchase rate, purchase behavior in a period of time and so on; measurements with more affinity to the affective pe

37、rspective are based on intention to frequent a service supplier, continuing to purchase the same type of service or brand in the future, recommendation, and so on. The latter approach to measuring loyalty has been widely accepted after the proposal by Zeithaml et al. 1996. Specifically, in the logis

38、tics context, different contributions clearly show the importance and direct, positive influence of satisfaction on loyalty.3 Conclusions, managerial implications and future researchIn this paper, we aimed to analyze the LSQ-satisfaction-loyalty consequence chain in the sphere of inter-company relat

39、ionships and research the moderator effect of ICT in the proposed relationships.Firstly, companies should invest in ICT to improve information flow management both internally and throughout the supply chain. This is because, as we have shown, improved information management is a key factor in improv

40、ing LSQ for the customer. This, in turn, has an impact on customer satisfaction and loyalty towards the company. Secondly,companies who wish to improve the quality of their customer service must attend particularly to improving the order process, making it easier and complying with the delivery term

41、s agreed with the customer. Finally, this study has shown the important role of customer contact personnel in customer satisfaction. Therefore, companies should provide employees with the training and resources necessary to provide good customer service. In future works, we intend to study the impor

42、tance of the human factor in B2B relationships in greater depth.譯文物流服務(wù)質(zhì)量：忠誠(chéng)度的新方法資料來(lái)源：/. 作者:Irene Gil Saura1導(dǎo)言服務(wù)品質(zhì)與關(guān)系營(yíng)銷的概念已大大改變了學(xué)術(shù)研究和商業(yè)物流。物流歷來(lái)被認(rèn)為是連接生產(chǎn)和消費(fèi)的需要。從這個(gè)角度來(lái)看，一個(gè)公司的物流功能被認(rèn)為只作為與不分化能力的成本生成器。90年代中期這種觀點(diǎn)開(kāi)始改變。以物流 市場(chǎng)原則為基礎(chǔ)的研究，開(kāi)始分析提供優(yōu)質(zhì)的物流能力，從而產(chǎn)生更大的客戶滿意度 和忠誠(chéng)度。今天物流業(yè)是一個(gè)以服務(wù)為主業(yè)發(fā)展的經(jīng)典的例子，物流需要更深入的研究供給渠道關(guān)系。此外，信息和

43、通信技術(shù)（ICT）的普遍使用帶來(lái)了深遠(yuǎn)的轉(zhuǎn)換，不 同的業(yè)務(wù)領(lǐng)域和物流也不例外。庫(kù)存和訂單管理，倉(cāng)儲(chǔ)和運(yùn)輸是能受益于這些技術(shù) 提供給組織的供應(yīng)鏈關(guān)系的新形式的物流活動(dòng)。鑒于信息和通信技術(shù)相對(duì)較新的應(yīng) 用物流管理，但是，目前還沒(méi)有明確如何應(yīng)用信息和通信技術(shù)是或認(rèn)識(shí)他們的影響。這項(xiàng)工作在組織間進(jìn)入了深入研究，傳統(tǒng)的物流服務(wù)質(zhì)量（LSQ）的關(guān)系特別重視 其決定性因素和客戶滿意度和忠誠(chéng)度。我們建議，確定信息和通信技術(shù)如何影響這 一結(jié)果的物流鏈。因此，我們的目標(biāo)是檢驗(yàn)“信息與通信技術(shù)”的強(qiáng)度影響說(shuō)的變 量，換句話說(shuō),我們要分析比較高水平的信息和通信技術(shù)與低水平信息和通信技術(shù)對(duì) 感知物流服務(wù)質(zhì)量的影響，以及

44、其如何會(huì)影響滿意度以至忠誠(chéng)度。這項(xiàng)研究分為三個(gè)部分。首先，審查通過(guò)文獻(xiàn)研究，我們確定了不同的后果鏈變 量的理論框架。其次，我們建立在實(shí)證研究中使用的方法和評(píng)價(jià)所取得的成果。最 后，報(bào)告從這項(xiàng)研究中得出最重要的的結(jié)論。2理論發(fā)展與假說(shuō)2.1物流服務(wù)質(zhì)量自80年代中期起，服務(wù)質(zhì)量一直是營(yíng)銷和物流研究的優(yōu)先主題，并行專注于公 司的質(zhì)量管理和滿意度。米倫等人的研究（1999年）確定了顯著提高客戶的滿意度作為L(zhǎng)SQ重要的受益。在該研究領(lǐng)域，在西班牙的研究巴斯克斯 Casielles等人（2002年）證實(shí),供貨商的物流活動(dòng)的質(zhì)量對(duì)顧客滿意的影響最大。在研究LSQ概念上已經(jīng)有兩種不同的觀點(diǎn)：客觀和主觀質(zhì)量。

45、第一種方法涉及 的質(zhì)量與服務(wù)，以適應(yīng)服務(wù)提供者定義的規(guī)格。這種觀點(diǎn)認(rèn)為，服務(wù)質(zhì)量作為一個(gè)精 確的評(píng)價(jià)看到所有的階段和操作需要來(lái)提供服務(wù)，把過(guò)程比擬成生產(chǎn)一種產(chǎn)品，把服務(wù)看成能夠被評(píng)估的物理對(duì)象和屬性（加文,1984）。第二種方法是傳輸質(zhì)量評(píng)價(jià)給 客戶，這是主觀的質(zhì)量。從這個(gè)角度來(lái)看，服務(wù)質(zhì)量是“有關(guān)的服務(wù)優(yōu)越的性質(zhì)的一 個(gè)全面判斷或態(tài)度” （Parasuraman等人,1988年）。在物流服務(wù)，Bienstock等發(fā)展了識(shí)別目標(biāo)客戶，采用變量與理解他們的期望主 觀成分作為L(zhǎng)SQ的主要組成部分。Millen、馬格加德、Sohal、門策則認(rèn)為L(zhǎng)SQ 是服務(wù)預(yù)期與服務(wù)感知度之間的差異，但是由于時(shí)間、

46、空間不同，這種主觀性對(duì)質(zhì)量 的反映呈現(xiàn)高度相關(guān)性和不穩(wěn)定性。在建模和測(cè)量的建議方面，北歐和美國(guó)的兩所 學(xué)校在文獻(xiàn)中，將服務(wù)質(zhì)量劃分兩個(gè)組成部分：（1）技術(shù)質(zhì)量表現(xiàn)為服務(wù)在技術(shù)上可以接受的，導(dǎo)致了一個(gè)具體的結(jié)果；（2）功能質(zhì)量包括客戶在服務(wù)提供過(guò)程的待遇。后來(lái)被Rust和Oliver （1994） 工作（1994年）增加了第三部分：服務(wù)環(huán)境。美 國(guó)學(xué)校主要用SERVQU/*表來(lái)衡量服務(wù)質(zhì)量。這種多尺度評(píng)估五個(gè)項(xiàng)目：可靠性、 反應(yīng)性、保證性、移情性、有形性。根據(jù)此模型，該商品的質(zhì)量認(rèn)知之間的不平衡測(cè)量?jī)蓚€(gè)不同的規(guī)模、測(cè)量受試 者的期望和其他認(rèn)知結(jié)果。后來(lái)修訂了規(guī)模，然而，克羅寧和泰勒（1994）拒

47、絕測(cè)量期 待,建立了只考慮結(jié)果測(cè)量量表（SERVPERF）這個(gè)爭(zhēng)論是正在進(jìn)行的，雖然物流領(lǐng)域的特定計(jì)量模型正在上述基礎(chǔ)上發(fā)展起來(lái)的，但表現(xiàn)為更加適應(yīng)物流 服務(wù)的特色。這些特色特別包括人們反對(duì)這一事實(shí)：服務(wù)被換成了 “事物”（對(duì)象， 物料，產(chǎn)品，）和物理隔離的客戶與供應(yīng)商。值得強(qiáng)調(diào)的是Bienstock等（1997年）和門策等人（1999年）的兩個(gè)重要貢獻(xiàn)。 前者發(fā)展了根據(jù)結(jié)果，而不是功能或過(guò)程的尺寸具體的模型被稱為物流服務(wù)質(zhì)量。門策等人（1999年）以集成物流焦點(diǎn)進(jìn)行了一項(xiàng)研究，以確定由Bienstock等人開(kāi)發(fā) 的模型的精度。這一修訂和驗(yàn)證提供了一個(gè)新的多維模型 ？?他們所謂的LSQ分析 這些及其他重大研究貢獻(xiàn)，使我們確定了設(shè)置LSQ測(cè)量尺度（及時(shí)性，條件和訂單的 準(zhǔn)確性，信息的可用性和接觸人員素質(zhì)質(zhì)量）。在