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本文旨在通过关系质量和感知风险之间影响关系的研究,为物流企业改善服务质量,降低顾客感知风险提供理论指导,在梳理文献的基础上重新审视了关系质量和感知风险的相关概念和理论,针对物流快递业建立新的度量指标体系;就关系质量和感知风险的相关性而言,考虑到物流快递业的特点引入了攸关程度的概念,研究发现关系质量对感知风险有负向影响的关系,攸关程度在关系质量影响感知风险的过程中起到中介的作用,关系质量与攸关程度呈正相关,攸关程度与感知风险呈正相关,并且通过实证分析验证了关系质量对感知风险的影响。
The purpose of this paper is to provide theoretic guidance for logistics enterprises to improve service quality and reduce customer perceived risk by studying the relationship between relationship quality and perceived risk. Based on the review of the literature, the paper reexamined the related concepts and theories of relationship quality and perceived risk , Establishing a new measurement index system for the logistics and express delivery industry. In terms of the relationship quality and the perceived risk, taking into account the characteristics of the logistics and express delivery industry, the concept of relevance is introduced. The study found that the quality of the relationship has a negative impact on the perceived risk The relationship between the level of the relationship and the perceived risk is related to the perceived risk. The relationship between the quality of the relationship and the degree of relevance is positively correlated, the degree of relevance is positively correlated with the perceived risk, and the empirical analysis validates the relationship between the quality of the perceived risk Impact.