文献类型：期刊文献

中文题名：B2C电子商务物流企业顾客体验与企业绩效关系研究

英文题名：Study on Relationship between Customer Experience and Business Performance of B2C E-commerce Logistics Enterprises

作者：裴一蕾[1,2];薛万欣[1];李丹丹[1]

第一作者：裴一蕾

机构：[1]北京联合大学管理学院;[2]中央财经大学商学院

第一机构：北京联合大学管理学院

年份：2016

卷号：35

期号：3

起止页码：109-117

中文期刊名：物流技术

外文期刊名：Logistics Technology

收录：国家哲学社会科学学术期刊数据库

基金：北京高等学校青年英才计划项目"B2C电子商务企业顾客体验实证研究"(YETP1761)

语种：中文

中文关键词：B2C电子商务物流企业;顾客体验;企业绩效;影响机制

外文关键词：B2C e-commerce logistics enterprise; customer experience; enterprise performance; influence mechanism;

摘要：从顾客体验视角研究物流企业绩效,构建了B2C电子商务物流企业顾客体验与企业绩效关系的结构模型;通过对181名B2C电子商务物流企业主管及其顾客的问卷调查,验证了理论假设。研究发现:B2C电子商务物流企业顾客体验对顾客感知价值和顾客满意有显著的正向影响,顾客感知价值对顾客满意和顾客忠诚有显著的正向影响,顾客满意对顾客忠诚有显著的正向影响,而顾客忠诚对企业绩效有显著的正向影响。研究结论揭示了B2C电子商务物流企业顾客体验对企业绩效的影响机制。
In this paper, from the angle of customer experience, we studied the performance of the logistics enterprises, built the structural model to describe the relationship between the customer experience and business performance of the B2 C e-commerce logistics enterprises, then through a questionnaire survey on 181 supervisors or customers of the B2 C logistics enterprises to verify the theoretical hypotheses. Through which, we found that the customer experience had marked positive influence on customer perceived value and satisfaction, customer perceived value had marked positive influence on customer satisfaction and loyalty, customer satisfaction had marked positive influence on customer loyalty, and customer loyalty had marked positivie influence on enterprise performance.