Impact Of Logistics Service Capability On Customer Value Creation

With the international economic situation go up,as well as the international per capita purchasing power and Internet users penetration rate improve continually.Cross-border e-commerce has maintained a rapid growth trend in China as a new trade model.In the process of cross-border e-commerce trade,logistics is the core of cross-border e-business development,cross-border e-commerce operation efficiency depends on the development level of the logistics industry.The logistics enterprises to provide a set of goods,warehousing,customs inspection,domestic distribution and a series of logistics service activities for cross-border electricity supplier.Logistics plays a more and more important role in cross-border e-commerce transactions.With the increasing number of cross-border electricity supplier industry participants,industry competition is becoming increasingly fierce.Competition between the cross-border electricity supplier companies have begun to pay attention to the price of the product,quality and other basic functions to the logistics capabilities,service levels and other high-level functions.At the same time,along with the development of cross-border e-commerce is becoming a serious problem,the loss of customers,how to maintain old customers,improve customer perceived value,and further enhance customer loyalty has become the focus of attention of the cross-border electricity supplier.Therefore,in the context of cross-border business,logistics enterprises should constantly improve the logistics service quality,improve the ability of logistics services in order tocreate more customer value,and maintain good customer resources,obtain customer loyalty,reach a long-term cooperative relationship with customers.Based on this,this paper deeply discusses the influence mechanism of logistics service capability on customer value creation under the background of cross-border electricity supplier.First of all,through the study of domestic and foreign scholars on the definition of logistics service capabilities and the division of the dimensions,combined with the new requirements of logistics services under the cross border E-commerce.This paper points out the connotation of logistics service capability from the perspective of cross-border electricity supplier,and puts forward three dimensions of logistics service capability.At the same time,based on the study of customer value,this paper summarizes the connotation of customer value and its three dimensions.Finally,the logistics service quality variables are introduced to establish the competition model,and the optimal model of logistics service capability and customer value creation is determined through the analysis of the robustness.The empirical research shows that,in the context of cross-border e-commerce,the dimensions of logistics service capability has a significant positive impact on customer value creation.The strongest influence degree is logistics operation ability and the second influence degree is logistics information ability.According to the research conclusion,this paper points out the suggestions to improve the logistics service ability: we should focus on improving the logistics operation ability and logistics information capabilities and other soft environment,rather than enhance the logistics elements and other hardware facilities.In this study,improve the logistics service capability and customer value evaluation system,build a logistics service capability for the creation of customer value model,the logistics service capability mechanism of customer value is more intuitive and clear.In addition,this study is conducive to the rational choice of logistics enterprises,and the logistics enterprises to enhancethe ability of logistics services in order to create customer value has a certain guiding role.At the same time,the customer value oriented business philosophy,for other production services industry will also have a theoretical guidance.