题名

EFFECTS OF SERVICE RECOVERY AFTER SERVICE FAILURE IN ONLINE SHOPPING LOGISTICS

并列篇名

網購物流服務失誤後補救之影響分析

DOI

10.6220/joq.201902_26(1).0002

作者

郭奕妏(Yi-Wen Kuo)；謝承憲(Cheng-Hsien Hsieh)

关键词

logistics service quality ； fuzzy cognitive maps (FCMs) ； service failure ； service recovery ； repurchase intention ； 物流服務品質 ； 模糊認知圖 ； 服務失誤 ； 服務補救 ； 再購意願

期刊名称

品質學報

卷期/出版年月

26卷1期（2019 / 02 / 28）

页次

23 - 41

内容语文

英文
中文摘要

The service quality of online shopping logistics substantially affects the satisfaction and loyalty of the customer. This study determines the critical antecedents of online shopping logistics service quality based on a survey of the literature and cognitive maps, in which the interdependencies and feedback loops between the factors affecting logistics service quality are discussed through expert questionnaire. According to the results of systematic analysis, reliability and timeliness are the most crucial factors in logistics service quality. These factors are then employed to develop the scenarios of service failure. Statistical methods are used to discuss the effects of service recovery after online shopping logistics service failure on the satisfaction and repurchase intention of consumer. Results from the analysis of 434 effective responses show that recovery strategies significantly increase the level of customer satisfaction after service failure, but may not be effective at improving repurchase intention after failure in both timeliness and reliability.
英文摘要

網路商店已成為消費者購物不可或缺的通路，而物流服務是網購賣家交付商品到消費者手上的最後一哩，對消費者滿意度與再購意願的影響不可言喻。因此，本研究同時結合專家意見與消費者看法，首先以物流服務系統決策觀點，透過專家問卷調查分析，利用模糊認知圖建構一套網購物流服務品質的評估模式，完整探討各因素變動對物流系統的影響，並據以判定各因素對物流系統的敏感度，確認關鍵因素為時效性與可靠性。再透過敘述性偏好法設計消費者問卷，取得臺灣網購族群434份有效樣本，分析當網購賣家委託物流公司配送商品發生物流服務失誤時，以及搭配實施各式服務補救後，對消費者滿意度及再購意願之影響，研究成果將有助於後續於物流服務行銷策略之參酌。
主题分类 社會科學 > 管理學
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被引用次数
  1. 林秀英,吳敏華(2022)。負面報導是偶然？物流服務補救黃金時間之資料探勘。管理與系統，29(2)，187-221。
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