Study on E-Commerce Logistics Evaluation System Optimization Strategy from the Perspective of Service Encounter

Provided by: AICIT
Topic: Developer
Format: PDF
As today's latest trends in e-commerce, transaction online has offered great convenience for e-commerce customers; while the logistics service as the bottleneck of e-commerce has brought many risks to the e-commerce customers such as economics risk including service risk, function risk, privacy risk and information, time risk and social risk, and all these customer perceived risks detracts greatly from the customers' satisfaction with the logistics service. A lot of previous researches on logistics service quality in e-commerce have presented logistics service evaluation index of e-commerce logistics evaluation system from the perspective of customer the service result quality, however the e-commerce logistics service process quality which can also directly and indirectly effect customer service perceived quality is always ignored in most e-commerce logistics service evaluation system.

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