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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
書刊名：輔仁管理評論
作者：余明助 引用關係
作者(外文)：Yu, Ming-chu
出版日期：2004
卷期：11:1
頁次：頁97-123
主題關鍵詞：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
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:4
  • 點閱點閱:11
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。
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.
期刊論文
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2.Forger, G.(1992)。Where Industry Stands and Where It's Heading。Modern Materials Handling，1992(Sep.)，48-52。  new window
3.Fawcett, S. E.、Smith, S. R.、Cooper, M. B.(1997)。Strategic Intent, Measurement Capability, and Operational Success: Making the Connection。International Journal of Physical Distribution & Logistics Management，27(7)，410-421。  new window
4.Conner, K. R.(1991)。A Historical Comparison of Resource-Based Theory and Five Schools of Thought Within Industrial Organization Economics: Do We Have a New Theory of the Firm?。Journal of Management，17(1)，121-155。  new window
5.Closs, D. J.(1995)。Enhance Supply Chain Effectiveness: Transportation and Distribution。Journal of Business Logistics，15(2)，82-87。  new window
6.黃振倫(20010700)。企業與專業物流業者合作以強化全球運籌能力。電子化企業經理人報告，23，19-24。  延伸查詢new window
7.Lambert, D. M.、Emmelhainz, Margaret A.、Gardner, John T.(1999)。Building Successful Logistics Partnerships。Journal of Business Logistics，20(1)，165-181。  new window
8.Kumar, N.、Scheer, L. K.、Steemkamp, J. B. E. M.(1995)。The Effect of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research，32(1)，54-65。  new window
9.Chow, G.、Heaver, T. D.、Henriksson, L. E.(1994)。Logistics Performance: Definition and Measurement。International Journal of Physical Distribution & Logistics Management，24(1)，17-28。  new window
10.Gilmour, P.(1997)。Customer Service: Differentiating by Market Segment。International Journal of Physical Distribution，3，145-159。  new window
11.Sharma, Arun、Grewal, Dhruv、Levy, Michael(1995)。The Customer Satisfaction/Logistics Interface。Journal of Business Logistics，16(2)，1-21。  new window
12.Germain, R. N.、Droge, C.、Spears, N.(1996)。The Implications of Just-in Time for Logistics Organization Management and Performance。Journal of Business Logistics，17(2)，19-34。  new window
13.Mohr, J.、Spekman, R.(1994)。Characteristic of Partnership Success: Partnership Attribute, Communication Behavior and Conflict Resolution Techniques。Strategic Management Journal，15(2)，1994-135。  new window
14.Heskett, J. L.(197106)。Controlling Customer Logistics Service。International Journal of Physical Distribution，11(3)，140-145。  new window
15.Heide, Jan B.、John, George(1992)。Do norms matter in marketing relationships?。Journal of Marketing，56(2)，32-44。  new window
16.El-Ansary, Adel I.(1975)。Determinants of Power-Dependence in the Distribution Channel。Journal of Retailing，51(2)，59-74。  new window
17.Kumar, Nirmalya(1996)。The Power of Trust in Manufacturer-retailer Relationships。Harvard Business Review，74(6)，92-106。  new window
18.Dorsch, M. J.、Swanson, S. R.、Kelley, S. W.(1998)。The role of relationship quality in the stratification of vendors as perceived by customers。Journal of the Academy of Marketing Science，26(2)，128-142。  new window
19.Anderson, Erin W.、Weitz, Barton(1989)。Determinants of continuity in conventional industrial channel dyads。Marketing Science，8(4)，310-323。  new window
20.Dwyer, F. Robert、Schurr, Paul H.、Oh, Sejo(1987)。Developing Buyer-Seller Relationships。Journal of Marketing，51(2)，11-27。  new window
21.Smith, J. Brock(1998)。Buyer-seller relationships: Similarity, relationship management, and quality。Psychology & Marketing，15(1)，3-21。  new window
22.Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing，54(1)，42-58。  new window
會議論文
1.Hanna, R. I.(1983)。Customer Service Strategies。The NCPDM，524-532。  new window
2.黃思明(199412)。台灣物流業者的類型與管理核心技術。物流管理系列學術研討會暨座談會。  延伸查詢new window
3.方文昌、沈慶龍、孫儷芳(1997)。物流中心服務品質與績效之多層模式研究。第三屆服務管理研討會，(會議日期: 1997年3月)，A3-2。  延伸查詢new window
學位論文
1.謝國龍(1999)。物流交貨彈性能力的決定因子與事業績效關係之研究(碩士論文)。銘傳大學。  延伸查詢new window
2.廖森貴(1998)。物流策略、環境不確定與組織績效關係之研究--資訊電子業的實證研究(博士論文)。國立臺灣大學。new window  延伸查詢new window
3.廖玉琳(1999)。常溫物流服務品質之研究--以連鎖便利商店為例(碩士論文)。朝陽大學。  延伸查詢new window
4.黃令儀(1998)。企業物流功能垂直整合問題特質與決策之關聯分析(碩士論文)。國立中央大學。  延伸查詢new window
5.唐亞屏(1999)。服務業品質管理對服務績效影響之研究--以民間物流產業及海軍補給體系為例(碩士論文)。國防管理學院，臺北市。  延伸查詢new window
6.江香滿(1996)。自動化物流中心品質特性之調查研究(碩士論文)。國立雲林技術學院。  延伸查詢new window
7.林玉凡(1998)。台灣地區物流業經營資源和能力對經營績效影響之實證研究(碩士論文)。銘傳大學。  延伸查詢new window
圖書
1.LaLonde, B. J.、Cooper, M. C.(1989)。Partnerships in Providing Customer Service: A Third-party Perspective。Oak Brook, IL：Council of Logistics Management。  new window
2.Klepper, R.、Jones, W.(1998)。Outsourcing Information Technology, Systems & Services。N.J.：Prentice-Hall Press。  new window
3.華泰編輯部(1997)。商業自動化--理論與應用。台北：華泰書局。  延伸查詢new window
4.Pelton, L. E.、Strutton, D.、Lumpkin, J. R.(1997)。Channels-A Relationship Management Approach。N.Y.：McGraw-Hill Press。  new window
5.蘇雄義(2000)。物流與運籌管理：觀念、機能、整合。臺北市：華泰文化事業公司。  延伸查詢new window
6.經濟部商業司(2000)。物流經營管理實務。臺北市：經濟部商業司十科。  延伸查詢new window
7.LaLonde, Bernard J.、Zinszer, Paul H.(1976)。Customer Service: Meaning and Measurement。National Council of Physical Distribution Management。  new window
8.Bowersox, Donald J.、Closs, David J.(1996)。Logistical Management: The Integrated Supply Chain Process。McGraw-Hill。  new window
9.Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
10.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis: with Readings。Prentice Hall。  new window
圖書論文
1.Olavarrieta, S.(1996)。Market Attractiveness, Resourced-Based and Evolutionary Approaches to Strategy: A Comparison。Developments in Marketing Science。  new window
 
 
 
 
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