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<正>Logistics services have become a significant source of competitive differentiation between firms. Anecdotal evidence from firms such as Dell Computer Corporation, Nabisco, and Federal Express suggest that logistics excellence has a significant impact on revenue and profitability. As a service offering, logistics is often characterized by intensive customer contact, extensive customization requirements, and a rejiance on extrinsic cues for service performance. Because of these qualities, logistics services are subject to cultural influences. Organizational characteristics of customer firms also matter in logistics service quality satisfaction response level. Past research on customer satisfaction is integrated into a conceptual framework for examining customer satisfaction in west countries. This paper examines the effect of logistics service policies on customer satisfaction in China from a logistics customer perspective.