Measuring B2C and C2C Online Shopping Logistics Service: A Conceptual Model and Its Theory Framework

Abstract

Abstract:

The volume of B2C and C2C online shopping market increases quickly and continuously, which makes logistics service quality being a new focus of competition, though pricing is still a widely used strategy of websites. Large scale websites are busy building logistics departments, and the third party logistics companies are also busy improving themselves to enlarge market shares. This paper concerns with B2C and C2C online shopping logistics service quality, and it mainly has two aspects of contributions:one is the thorough review of former researches from service quality to logistics service quality and internet based logistics service quality, providing complete illustrations and analyses to understand service quality theory; the other is the construction of B2C and C2C online shopping logistics service quality assessment model and its theory framework, including the definition of concepts, measuring methods, procedures and dimensions with specific items, which would offer some references to the future research of online shopping logistics service quality and its improvement as well as other related researches.

Key words: B2C and C2C, online shopping, logistics service quality, e-commerce

Xie Guangying. Measuring B2C and C2C Online Shopping Logistics Service: A Conceptual Model and Its Theory Framework[J]. , 2016, 28(4): 186-200.

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