查詢結果分析
來源資料
頁籤選單縮合
題 名 | 專業物流公司顧客服務能力、自動化程度、關係結構與其委託企業物流績效關係之研究=The Study of Relationship between the Customers' Service Ability, Automation and Relationship Structure of the Logistics Company and the Logistics Performance of the Consigned Industries |
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作 者 | 余明助; | 書刊名 | 輔仁管理評論 |
卷 期 | 11:1 2004.03[民93.03] |
頁 次 | 頁97-123 |
分類號 | 563.82 |
關鍵詞 | 顧客服務; 自動化程度; 關係結構; 物流績效; Customers' service; Degree of automation; Relationship structure; Logistics performance; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究的目的在探討物流公司的顧客服務能力、自動化程度及關係結構對委託企業物流績效的影響。透過109家企業之問卷調查與資料分析結果顯示物流外包型式為專業外包型時,有較高的自動化投入設備且提供的交期較為準確。研究結果亦顯示物流公司服務可靠度愈高,則企業認知的交期與品質愈佳;委託企業與物流公司之間的合作依存度愈高,則企業物流績效愈佳;合作持績性愈佳,則企業提供的品質與處理交易的彈性度愈好。最後,本研究經集群分析後亦發現委託企業與物流公司間的關係結構屬「高夥伴關係」時,則表現出較高的顧客滿意度及物流績效。 |
英文摘要 | The purpose of this study is to examine the relationship between the customers’ service ability, automation and relationship structure of the logistics company and the logistics performance of the consigned industries. Through a series of mail survey of 109 firms, it shows that firms adopted professional logistics outsourcing has significantly different in their business automation and delivery. The results revealed that the service reliability of logistics company have positive effects on delivery and quality. Additionally, the level of cooperation dependence has positive effects on the logistics performance of the consigned industries. Finally, this study indicated that the relationship between consigned industries and cooperative logistics are closer, then industries’ logistics performance and level of customers’ satisfaction are better. |
本系統中英文摘要資訊取自各篇刊載內容。