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1、外文翻譯原文Logisticsservicequality:anewwaytoloyaltyMaterialSource:http://www.emeraldinsight.comAuthor:IreneGilSaura1IntroductionTheinclusionofconceptssuchasservicequalityandrelationshipmarketinghassignificantlychangedboththeacademicstudyandbusinesspracticeoflogist
2、ics.Logisticshastraditionallybeenconsiderednecessaryforconnectingproductionandconsumption.Fromthisperspective,acompany’slogisticsfunctionwasseenonlyasageneratorofcostswithnocapacityfordifferentiation.Thisbegantochangeinthemid-1990saslogisticsresearchbasedonma
3、rketingprinciplesbegantoanalyzethecapacityoflogisticstodeliverqualityandthusgenerategreatercustomersatisfactionandloyalty.Thelogisticsindustrytodayisaclassicalexampleofservice-basedindustrydevelopment,andmorein-depthstudiesoflogisticsareneededfromtheperspecti
4、veofsupplychannelrelationships.Inaddition,thegeneralizeduseofinformationandcommunicationtechnologies(ICT)hasbroughtfarreachingtransformationstodifferentbusinessareasandlogisticsisnoexception.Stockandordermanagement,warehousingandtransportarelogisticsactivitie
5、swhichcanbenefitfromthenewopportunitiesofferedbythetechnologiestoorganizenewformsofsupplychainrelationships.GiventherelativelyrecentapplicationofICTtologisticsmanagement,however,thereisyetnoclearunderstandingofhowICTareappliedoroftheirimpact.Thisworkpresentsa
6、nin-depthstudy,inaninter-organizationalcontext,oftherelationshipbetweenlogisticsservicequality(LSQ),withaparticularemphasisonitsdefiningfactorsandcustomersatisfactionandloyalty.WealsoproposetodeterminehowlogisticsICTinfluencesthisconsequencechain.Ourobjective
7、therefore,istoexaminethemoderatoreffectofICTintensityonsaidvariables,inotherwords,wewanttoanalyzetheinfluenceofhighlevelsofICTincomparisontolowlevelsofICTontheperceptionofLSQandhowthiscanaffectsatisfactionandinthefinalinstance,loyalty.Thestudyisdividedintothr
8、eeparts.First,throughaliteraturereviewwedefinethetheoreticalframeworkforexaminingthedifferentconsequencechainvariables.Secondly,weestablishthemethodologyusedintheempiricalresearchandevalu