物流服务质量：忠诚度的新方法【外文翻译】

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1、外文翻译原文Logisticsservicequality:anewwaytoloyaltyMaterialSource:http://www.emeraldinsight.comAuthor:IreneGilSaura1IntroductionTheinclusionofconceptssuchasservicequalityandrelationshipmarketinghassignificantlychangedboththeacademicstudyandbusinesspracticeoflogist

2、ics.Logisticshastraditionallybeenconsiderednecessaryforconnectingproductionandconsumption.Fromthisperspective,acompany’slogisticsfunctionwasseenonlyasageneratorofcostswithnocapacityfordifferentiation.Thisbegantochangeinthemid-1990saslogisticsresearchbasedonma

3、rketingprinciplesbegantoanalyzethecapacityoflogisticstodeliverqualityandthusgenerategreatercustomersatisfactionandloyalty.Thelogisticsindustrytodayisaclassicalexampleofservice-basedindustrydevelopment,andmorein-depthstudiesoflogisticsareneededfromtheperspecti

4、veofsupplychannelrelationships.Inaddition,thegeneralizeduseofinformationandcommunicationtechnologies(ICT)hasbroughtfarreachingtransformationstodifferentbusinessareasandlogisticsisnoexception.Stockandordermanagement,warehousingandtransportarelogisticsactivitie

5、swhichcanbenefitfromthenewopportunitiesofferedbythetechnologiestoorganizenewformsofsupplychainrelationships.GiventherelativelyrecentapplicationofICTtologisticsmanagement,however,thereisyetnoclearunderstandingofhowICTareappliedoroftheirimpact.Thisworkpresentsa

6、nin-depthstudy,inaninter-organizationalcontext,oftherelationshipbetweenlogisticsservicequality(LSQ),withaparticularemphasisonitsdefiningfactorsandcustomersatisfactionandloyalty.WealsoproposetodeterminehowlogisticsICTinfluencesthisconsequencechain.Ourobjective

7、therefore,istoexaminethemoderatoreffectofICTintensityonsaidvariables,inotherwords,wewanttoanalyzetheinfluenceofhighlevelsofICTincomparisontolowlevelsofICTontheperceptionofLSQandhowthiscanaffectsatisfactionandinthefinalinstance,loyalty.Thestudyisdividedintothr

8、eeparts.First,throughaliteraturereviewwedefinethetheoreticalframeworkforexaminingthedifferentconsequencechainvariables.Secondly,weestablishthemethodologyusedintheempiricalresearchandevalu