物流服务质量：忠诚度的新方法外文翻译（可编辑）物流服务质量：忠诚度的新方法外文翻译 外文翻译原文Logistics service quality: a new way to loyaltyMaterial Source: /0. Author: Irene Gil Saura1 IntroductionThe inclusion of concepts such as service quality and relationship marketing has significantly changed both the academic study and business practice of logistics. Logistics has traditionally been considered necessary for connecting production and consumption. From this perspective company s logistics function was seen only as a generatorof costs with no capacity for differentiation.This began to change in the mid-1990s as logistics research based on marketing principles began to analyze the capacity of logistics to deliver quality and thus generate greater customer satisfaction and loyalty.The logistics industry today is a classical example of service-based industry development,and more in-depth studies of logistics are needed from the perspective of supply channel relationships.In addition,the generalized use of information and communication technologies ICT has brought far reaching transformations to different business areas and logistics is no exception. Stock and ordermanagement,warehousing and transport are logistics activities which can benefit from the new opportunities offered by the technologies to organize new forms of supply chain relationships.Given the relatively recent application of ICT to logistics management, however, there is yet no clear understanding of how ICT are applied or of their impact.This work presents an in-depth study, in an inter-organizational context, of the relationship between logistics service quality LSQ, with a particular emphasis on its defining factors and customer satisfaction and loyalty. We also propose to determine how logistics ICT influences this consequence chain. Our objective therefore, is to examine the moderator effect of ICT intensity on said variables, in other words, we want to analyze the influence of high levels of ICT in comparison to low levels of ICT on the perception of LSQ and how this can affect satisfaction and in the final instance, loyalty.The study is divided into three parts. First, through a literature review we define the theoretical framework for examining the different consequence chain variables. Secondly, we establish the methodology used in the empirical research and evaluate the results obtained. Finally, we report the most significant conclusions which can be drawn from this study.2 Theory development and hypotheses2.1 Logistics service qualitySince the mid-1980s, service quality has been a priority theme in both marketing and logistics research, running parallel to the interestin quality, quality management and satisfaction in companies. Research by Millen et al. 1999 identifies significantly improved customer satisfaction as a key benefit of LSQ. On these lines, research in Spain by V a zquez Casielles et al. 2002 confirms that quality in supplier physical distribution activities has the greatest influence on customer satisfaction.The notion of LSQ has been studied from two different perspectives: objective and subjective quality. The first approach relates quality with adapting the service to service provider defined specifications. This industrial view of service sees quality as an accurate evaluation of all the stages and operations necessary to deliver the service, likening the process to that of manufacturing a product by considering the service as a physical object which can be observed and with attributes that can be evaluated. The second approach transfers evaluation of quality to the customer that is subjective quality. From this perspective, service quality is“a global judgment or attitude,concerning the superior nature of the service” .In the sphere of logistics service, the contribution from, includes this development by identifying objective variables measured through customers perceptions in relation to their expectationssubjective components as the main components of LSQ. More recent studies, contribute to this line by considering LSQ as the difference between the expected and the perceived service. This subjectivecharacter makes quality highly relative and volatile in nature as it varies in time and space.In terms of modeling and measurement proposals, there are two schools in the literature, the Nordic and the American. The former differentiates two components in service quality:1 Technical quality expressed as the service being technically acceptable and leading to a concrete result; and2 Functional quality which includes the way the customer is treated during the service provision process.Later work by Rust and Oliver 1994 adds a third component: the service environment. The American school has predominantly used the SERVQUAL scale to measure and dimension service quality. This multi-item scale evaluates five quality dimensions from a global perspective: reliability; reactivity; guarantee/safety; empathy;