本文關(guān)鍵詞：顧客參與、物流服務(wù)創(chuàng)新與物流企業(yè)績(jī)效關(guān)系研究　出處：《安徽大學(xué)》2017年碩士論文　論文類(lèi)型：學(xué)位論文

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【摘要】：隨著"互聯(lián)網(wǎng)+"等新經(jīng)濟(jì)形態(tài)在社會(huì)各行業(yè)各領(lǐng)域的廣泛運(yùn)用以及電子商務(wù)產(chǎn)業(yè)的深化發(fā)展,國(guó)內(nèi)物流產(chǎn)業(yè)將會(huì)承擔(dān)更加復(fù)雜而多變的使命,物流業(yè)不斷轉(zhuǎn)變傳統(tǒng)的服務(wù)模式、增強(qiáng)自主創(chuàng)新能力和績(jī)效水平以適應(yīng)當(dāng)前國(guó)民經(jīng)濟(jì)發(fā)展的需求是應(yīng)對(duì)當(dāng)前物流業(yè)整體環(huán)境急劇變化的不二之選。因此,針對(duì)物流企業(yè)績(jī)效的提升逐漸成為學(xué)者關(guān)注的熱點(diǎn)問(wèn)題。而伴隨著服務(wù)經(jīng)濟(jì)時(shí)代的來(lái)臨,面對(duì)物流環(huán)境的不斷變化,許多物流企業(yè)逐漸意識(shí)到服務(wù)創(chuàng)新是未來(lái)能夠從根本上提高物流企業(yè)績(jī)效、取得競(jìng)爭(zhēng)優(yōu)勢(shì)的重要源泉。但服務(wù)經(jīng)濟(jì)的本質(zhì)是以客戶(hù)為導(dǎo)向,這不可避免地導(dǎo)致企業(yè)與客戶(hù)的互動(dòng)行為遠(yuǎn)超以往,而不考慮利用來(lái)自顧客方面的投入,物流企業(yè)的服務(wù)創(chuàng)新活動(dòng)難以保證其開(kāi)發(fā)的成功率。因此,企業(yè)需更加重視、加強(qiáng)和顧客間的聯(lián)系,通過(guò)搭建多種渠道使他們能夠參與到本企業(yè)的經(jīng)營(yíng)活動(dòng)之中,讓企業(yè)能夠開(kāi)發(fā)出真正符合消費(fèi)者需求的產(chǎn)品或服務(wù),使顧客參與的思維運(yùn)用不再局限在市場(chǎng)營(yíng)銷(xiāo)領(lǐng)域,也為物流服務(wù)創(chuàng)新提供了一個(gè)全新的思路。因此,本文以提升物流企業(yè)績(jī)效為目的,理清顧客參與如何影響物流服務(wù)創(chuàng)新進(jìn)而影響企業(yè)績(jī)效的內(nèi)在作用機(jī)制,并嘗試分析物流服務(wù)創(chuàng)新的中介作用,進(jìn)而能夠幫助物流企業(yè)等相關(guān)主體認(rèn)識(shí)到發(fā)揮顧客參與的重要作用,顧客參與將是企業(yè)實(shí)現(xiàn)價(jià)值創(chuàng)造、績(jī)效提升的重要途徑。而本文的研究結(jié)果則為物流企業(yè)提升企業(yè)績(jī)效和進(jìn)行服務(wù)創(chuàng)新提供了新的研究視角。通過(guò)對(duì)前人文獻(xiàn)與理論的梳理發(fā)現(xiàn),雖有學(xué)者對(duì)顧客參與和企業(yè)績(jī)效之間的相關(guān)關(guān)系進(jìn)行了理論探討,但很少有學(xué)者采用實(shí)證方法對(duì)物流領(lǐng)域內(nèi)顧客參與和企業(yè)績(jī)效的關(guān)系予以驗(yàn)證。本研究采取文獻(xiàn)研究與實(shí)證分析并重的方式以探討顧客參與各維度(信息分享、合作行為和人際互動(dòng))與物流企業(yè)績(jī)效的相互關(guān)系,主要探討顧客參與、物流服務(wù)創(chuàng)新與物流企業(yè)績(jī)效三者之間存在的何種作用機(jī)制,研究顧客參與如何通過(guò)物流服務(wù)創(chuàng)新對(duì)物流企業(yè)績(jī)效產(chǎn)生影響,并據(jù)此構(gòu)建了顧客參與和物流企業(yè)績(jī)效的理論模型。經(jīng)過(guò)本文的研究分析,得到了如下結(jié)論:顧客參與各維度對(duì)物流服務(wù)創(chuàng)新及其維度存在顯著的正向影響;物流服務(wù)創(chuàng)新及其各維度對(duì)物流企業(yè)績(jī)效存在顯著的正向影響;顧客參與各維度對(duì)物流企業(yè)績(jī)效存在顯著的正向影響,且物流服務(wù)創(chuàng)新在兩者關(guān)系中起到了中介作用。其中在信息分享、合作行為和物流企業(yè)績(jī)效的關(guān)系中起到了部分中介作用;而在人際互動(dòng)和物流企業(yè)的關(guān)系中起到了完全中介作用。依據(jù)上述的研究結(jié)論,本文為物流企業(yè)經(jīng)營(yíng)者等相關(guān)主體提供一些管理建議,這對(duì)于物流企業(yè)具有一定的參考價(jià)值,能夠幫助加強(qiáng)企業(yè)與顧客的聯(lián)系,進(jìn)一步增強(qiáng)對(duì)顧客參與和服務(wù)創(chuàng)新的重要性認(rèn)識(shí),并為物流企業(yè)等相關(guān)主體制定相關(guān)策略提供了理論依據(jù)和借鑒。
[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.
【學(xué)位授予單位】：安徽大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F259.23

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