【作者】 许良；

【导师】 汪克夷；

【作者基本信息】 大连理工大学 ， 企业管理， 2011， 博士

【摘要】 目前,连锁物流服务质量已经成为制约我国商业连锁企业进一步发展的“瓶颈”和当前我国连锁经营中一个十分重要且迫切需要解决的问题。为此,科学界定和评估连锁物流服务质量,研究连锁企业组织学习、连锁物流能力对物流服务质量的影响关系路径,探索适合我国商业连锁企业提升其物流服务质量的可行之路,已成为学术界和企业界共同关注的热点问题。本研究以接受物流服务的商业连锁企业及其部门为研究对象,采用理论分析和实证研究的方法,探讨其组织学习、物流能力对连锁物流服务质量的影响关系,开展了两个阶段的研究工作。首先,在理论回顾的基础上,结合我国商业连锁企业定性访谈,界定连锁物流服务质量、连锁物流能力和连锁企业组织学习的定义,分别归纳出连锁物流服务质量的3个测量维度、连锁物流能力的2个测量维度和连锁企业组织学习的3个测量维度。通过实证分析,开发了基于我国企业环境下的连锁物流服务质量、连锁物流能力和连锁企业组织学习三个测量量表。其次,通过实证分析的方法,研究我国商业连锁企业组织学习、连锁物流能力和连锁物流服务质量3个变量各自构成维度之间的关系,构建并验证了我国商业连锁企业组织学习、物流能力对连锁物流服务质量的影响关系模型。分析结果表明：(1)组织学习对连锁物流能力具有直接的正向影响作用,并通过连锁物流能力的不完全中介变量作用于连锁物流服务质量。(2)组织学习的学习承诺分别正向影响共同愿景和组织内外部的知识共享,同时,共同愿景也正向影响组织内外部的知识共享。(3)动态能力正向影响静态能力。(4)正向过程质量正向影响逆向过程质量,并通过逆向过程质量影响结果质量。(5)只有组织内外部的知识共享直接正向影响动态能力且影响显著,而静态能力的提升可通过动态能力和共同愿景两个途径,其中动态能力的影响作用最大。(6)连锁物流能力直接正向影响连锁物流服务质量。(7)逆向过程质量只有静态能力一条直接影响路径。(8)对连锁物流服务质量影响最大的关键路径应是：学习承诺——共同愿景——组织内外部的知识共享——动态能力——连锁物流服务质量。综上所述,商业连锁企业要想提高其物流服务质量,必须提高其组织学习的能力,通过企业重视学习,企业内外部形成连锁供应链的统一目标,实现组织内外的知识共享,继而提高其连锁物流能力,特别是动态能力,最终提高其连锁物流服务质量。更多还原

【Abstract】 At present, chain store logistic service quality has already been a bottleneck holding back the chain store’s further development in China and it has already become a common hot issue both in the academic world and business world on how to define, evaluate and find a proper routine along the relations among chain store organizational learning, chain store logistic capability and chain store logistic service quality to improve Chinese chain store’s logistic service quality.The research objects of this study are domestic commercial chain stores or their departments who accept logistic service which researches the relations between chain store organizational learning and chain store logistic service quality. The thesis has carried out 2 main streams of work through theoretical and empirical research..1. Based on the study of literature at home and abroad and qualitative investigations to domestic commercial chain stores, this thesis defines chain store logistic service quality, chain store logistic capability and chain store organizational learning concludes three chain store logistic service quality components,two chain store logistic capability components and three chain store organizational learning components respectively. The thesis develops three measurement scales of chain store logistic service quality, chain store logistic capability and chain store organizational learning which is suitable and efficient to domestic chain stores through empirical analysis.2. The thesis empirical researches the relations among these compositions of chain store organizational learning, chain store logistic capability and chain store logistic service quality, builds and empirical researches relation models between Chinese commercial chain store organizational learning and chain store logistic service quality.The analysis results show as following:(1) chain stores organizational learning has an direct positive effect on chain store logistic capability while it indirectly influences chain store logistic service quality through a partial intermediate variable of chain store logistic capability.(2)learning promise of chain stores organizational learning positively influence its common vision and knowledge sharing inside and outside the organization. Meanwhile common vision also positively influences knowledge sharing inside and outside the organization. (3) dynamic capability of chain store logistic capability positively influences its static capability.(4) positive process quality of chain store logistic service quality positively influences its reverse process quality and meanwhile influences its outcome quality through its reverse process quality.(5) only knowledge sharing inside and outside the organization has an remarkable positive effect on chain logistic dynamic capability. Chain store logistic static capability can be improved through the effect of chain store logistic dynamic capability and the common vision while the former has a much more remarkable effect. (6) chain store logistic capability has an direct positive effect on chain store logistic service quality.(7) reverse process quality can only be directly effected by chain store logistic static capability.(8) key routine that effect chain store logistic service quality most is learning promise——common vision——knowledge sharing inside and outside the organization——dynamic capability——chain store logistic service quality.Summing up the above, commercial chain stores have to enhance its organizational learning capability in order to finally improve their logistic service quality, which means leaders in chain stores must pay much attention to the learning, chain stores and their partners must have a common chain store supply chain goal and share knowledge inside and outside the organizations to enhance their chain store logistic capability especially their dynamic capability, so that finally improve their logistic service quality.更多还原