摘要
信息技术驱动的快递服务使服务接触的过程和方式持续变化,为此在服务接触三元模型的基础上,在信息技术介入条件下创建了一种新的服务接触模型。并与快递服务的业务过程结合,以技术接触为一个全新的视角来建立用于衡量快递服务质量的指标体系,提出了基于PZB服务质量差距模型框架下的快递服务质量评价方法。进一步给出技术接触视角下快递服务评价的若干研究方向。
Since information technologies make the process and pattern of delivery service change persistently, the paper, based on ternary model of service encounter, created a new service encounter model under the condition of information technology intervention. Besides, in combination of the process of delivery service, an evaluation indicator system for delivery service quality was presented from the new perspective of technology encounter, and the evaluation method for delivery service quality was provided based on the PZB model. At the same time, some future research directions on the delivery service evaluation from the perspective of technology encounter were discussed.
作者
王世雄
李雪
蓝一珍
WANG Shixiong LI Xue LAN Yizhen(School of Economics and Management, Zhejiang Sci-Tech University, Hangzhou, 310018, China)
出处
《浙江理工大学学报（社会科学版）》
2017年第1期17-24,56,共9页
Journal of Zhejiang Sci-Tech University：Social Sciences
基金
教育部人文社科基金项目(13YJCZH183)
关键词
技术介入
服务接触
服务质量
快递服务
technical intervention
service encounter
service quality
delivery service
