物流服務商資源應用能力對關係品質影響之研究

Abstract

本研究主要探討在競爭激烈的物流服務業中，物流服務業者要如何與競爭對手作出區別並脫穎而出。物流服務業者必須制定有別於競爭者的策略，並藉由發展彈性與合作等資源應用能力以獲得競爭優勢。本研究結合資源基礎理論與關係行銷理論的觀點，進而研究物流服務業的彈性與合作兩項應用資源之能力，對於顧客企業所認知關係品質之影響。 本研究以接受物流服務的顧客企業為對象，採用問卷調查，根據顧客企業的觀點，探討驗證本研究所建構之模型與研究假設。問卷分析結果顯示，研究變數具有信度與效度，並透過結構方程式進行實證分析，顯示本研究模型具有良好的配適度。假說檢定結果顯示，當物流服務商具有越佳的資源應用能力：合作、彈性時，顧客企業所認知關係品質包含依賴、信任和承諾的程度也會提升；表示物流服務商的資源應用能力對於顧客企業認知關係品質有正向的影響。

This study focuses on how logistics service providers (LSPs) make a difference with their competitors and how they stand out from competitors in the high competitive market in the logistics industry. Logistics service providers (LSPs) need to develop strategies different from their competitors. By developing resource usage capabilities such as flexibility and collaboration, logistics service providers (LSPs) are able to have a competitive advantage. In this study, we combined the view of the resource-based view theory and the view of the relationship marketing theory to investigate how LSPs’capabilities in flexibility and collaboration influence the relationship quality perceived by the customers of logistics services. To test against the proposed research model, the questionnaires collected from some Taiwanese firms in different industries. From the customers of logistics service providers, the analysis results showed that the variables in this research are all valid and consistent. The SEM analysis results also showed that the resource usage capabilities of the logistics service providers have a positive impact on the relationship quality perceived by the customers.