B2 C网站物流模式对顾客满意度影响机理的实证研究--基于组织间关系

B2 C网站物流模式对顾客满意度影响机理的实证研究--基

于组织间关系理论的视角

计枫;王宇露

【期刊名称】《上海电机学院学报》 【年(卷),期】2016(019)005

【摘要】在总结我国 B2 C电子商务网站的典型物流模式基础上,从组织间关系理论的视角揭示了 B2 C电子商务网站物流模式影响顾客满意度的机理,提出假设,并收集数据,进行了实证检验。实证结果表明,B2 C电子商务网站对物流企业的控制力越强,顾客满意度就越高；B2 C 电子商务网站与物流企业的合作善意程度越高,顾客满意度越高；B2 C电子商务网站与物流企业之间的价值观兼容程度越高,顾客满意度越高；B2 C电子商务网站与物流企业的沟通越顺畅,顾客满意度越高。%A typical logistics mode of B2C e-commerce websites in China is summarized. Based on the theory of inter-organization relation,how the logistics mode of a B2C e-commerce company influences

customer

satisfaction

is

revealed

by

making

hypothesis,collecting data and carrying out empirical tests.The results show that,with strict control of an e-commerce company on logistics enterprises,and

good

cooperation,high

degree

of

value

compatibility,and smooth communications between the B2C e-commerce and logistics companies,customer satisfaction can be improved significantly. 【总页数】6页(290-295)