中国快递服务质量体系的构建与模糊综合评价

参考SERVQUAL模型量表设计出由24个指标构成的中国快递服务质量评价体系。通过调查研究和探索性因子分析,发现中国快递服务质量主要包括过程质量、结果质量和企业形象三个维度。在此基础上,建立了服务质量的模糊综合评价方法,并应用调查数据对三家中国快递企业的服务质量进行了评价和比较分析,提出中国快递企业服务质量提升的对策建议。     

B2C电子商务信任评价体系及其应用

提出了一个B2C电子商务信任评价体系,以促进国内实证研究的发展;给出了B2C电子商务信任实证研究的一个具体应用模型,并示范了进行电子商务信任实证研究的方法.     

基于SERVQUAL模型的网购快递服务质量的模糊评价研究

将SERVQUAL模型运用到网购环境下的快递服务业,设计出由25个指标组成的网购快递服务质量评价体系.通过问卷调查和因子分析,将快递服务质量归结为服务前质量、服务中质量、服务后质量和企业形象4个维度来评价.在此基础上,运用FAHP获得各指标权重,建立服务质量的评价模型并进行模糊评价,最后得知网购人群对快递服务的感知和期望差距较大,并针对每一维度找出改进网购快递服务质量的策略,提升快递企业竞争力.     

B2C电子商务交易服务中在线销售商认证方案分析

电子商务的迅速增长、引人注目,产业规模迅速扩大,形成了网络化生产经营新模式,改变了人们传统生活和工作方式。为服务和促进我国电子商务快捷、健康、可持续发展,推出电子商务认证制度,有利于进一步规范电子商务服务行为,提升我国电子商务总体质量和信用水平。本文基于B2C电子商务交易服务中在线销售商的认证方案分析,探索运用合格评定的第三方评价机制促进和保障电子商务的规范化发展,研究在线认证技术方案,应用服务管理审核、顾客感知测评、既往足迹检测的认证模式,采取在线认证申请、受理,部分指标进行在线量化评价,将为B2C电子商务交易服务认证业务提供较多便利性,也一定程度提高其结果的采信水平。     

基于用户体验的B2C电子商务网站评价研究

以B2C电子商务网站为研究对象,基于用户体验的角度,从主观感受到的网站外观吸引力和实际操作后网站的可用性两个角度对网站进行综合评价.首先,分别建立了B2C电子商务网站外观吸引力和可用性评价指标体系,应用序关系法确定各评价指标的权重系数,构建B2C电子商务网站外观吸引力评价模型和可用性评价模型;其次,建立了B2C电子商务网站用户偏好评价模型;最后,选取典型网站,对建立的用户偏好评价模型进行验证.     

传统企业e化的网络供应链管理

阐明了传统企业e化进行网络供应链管理管理的必要性,从宏和微观两个方面提出了传统企业进行业务流程重组（BPR）的结构框图,探讨了企业资源计划（ERP）的功能范畴及其实现技术,分析了传统企业开展B2B电子商务的交易平台和B2C电子商务的关键因素。     

钢铁企业电子商务营销的模糊评价

运用电子商务营销的基本理论,分析了钢铁企业电子商务营销的内涵.从成本效益、营销效率、竞争效果、服务质量和网站推广五个方面设计了钢铁企业电子商务营销的绩效评价指标体系,并建立了模糊综合评价模型.以上海宝钢益昌薄板有限公司为研究对象进行了绩效分析和评价.     

网络点击

网上购物拟实行实名制近日,商务部开始就《电子商务模式规范》和《网络购物服务规范》进行网上征求意见,其中,针对C2C网上交易提出,要求交易双方必须实名制。这意味着,如果两个《规范》通过,那么今后在网上买东西也将实行实名登记。在《网络购物服务规范》中提出,不论B2B、C2C、B2C等任何电子商务形式,网络购物交易方须进行用户注册,并提供真实身份信息。据商务部相关人士解释,"网络购物交易方"是指网络交易双方,也就是买家和卖家。据了解,像B2B等企业之间的电子商务,目前已实现双方实名制,而C2C、B2C这种以个人交易为主的电子商务模式,网络购物平台均针对卖家要求实名,而买家却未强制要求。     

现代电子商务环境下中小企业信用评价论述

借助电子商务信用理论,研究中小企业的信用评价指标体系。主要是应用实证研究的方式,根据各类的信用评价指标体系,借助层次分析法,结合一般企业的信用评价形式,依据B2B电子商务企业的特征,建立适合中小企业的评价指标体系,以便为电子商务指标提供相应的依据。     

B2C电子商务下的退换货网络模型构建及应用研究

本文介绍了逆向物流的内涵和B2C电子商务的逆向物流的特点,结合传统逆向物流的模型构建了B2C电子商务下逆向物流网络模型;给出了建立统一的逆向物流退换货标准、ABC分类法、退货时间、退货费用和再制造等方面的管理方法来提高B2C电子商务逆向物流的管理水平。     

Citation and co-citation analysis to identify core and emerging knowledge in electronic commerce research

The purpose of this paper is to explore the core and emerging knowledge of electronic commerce (e-commerce) research. Data was collected from the top six e-commerce journals from 2006–2010. A total of 1,064 electronic commerce related articles and 33,173 references were identified. There were 48 high value research articles identified using a citation and co-citation analysis. Using statistical analysis including factor analysis, multidimensional scaling, and cluster analysis, we identified five research areas: trust, technology acceptance and technology application, e-commerce task-related application, e-markets, and identity and evaluation. We also identified emerging core knowledge, information systems success. The findings of this study provide core knowledge and directions for researchers and practitioners interested in the electronic commerce field.     

基于B2B2C的网络订餐电子商务平台设计与实现

基于B2B2C网络订餐电子商务平台,利用计算机技术、网络技术和远程通信技术,实现订餐企业商务(买卖)过程中的电子化、数字化和网络化,为快餐企业提供了一个信息化管理解决方案.在统一平台上规范了快餐行业的管理模式标准和业务需求,完成了网上订餐电子商务平台、订餐供应商管理信息系统、平台运营管理系统的设计.主要介绍网络订餐电子商务平台的开发与设计过程,阐述了系统的功能需求、主要技术要点和设计实现过程.     

电子商务优质制造商评价指标体系与方法研究

本文讨论了电子商务环境下对优质制造商的评定准则,提出了优质制造商评价框架,重点讨论了制造商资质、企业规模、产品研发、产品质量、产品营销、客户服务、信用与荣誉、企业社会责任等八个评价要素和若干关键指标,并提出了具体的评价方法。     

以顾客需求为导向的电子商务服务质量优化研究

利用该优化模型对H企业的服务质量进行系统分析和改进,得到了较理想的优化方案,证明了所建模型的应用价值。     

Building blocks of e-commerce

This article examines the architecture of e-commerce as a set of layers, each supporting the one above it. The layers have clean interfaces, that is, they can be designed independently. We present an architecture with six layers. The lowest layer consists of a physical communication network such as local area network or public switched telephone networks. The next higher layer is the logical layer which describes the protocol used to interconnect communication systems to create internet, intranet and extranet. The services provided over the internet infrastructure, namely, e-mail, world wide web etc., are described in what is called network services layer. It is essential to ensure security of messages, documents etc., which are transmitted using network services. The messaging layer is thus concerned with encryption methods, both private and public key encryption and their applications. We call the layer above this the middleman service, which is concerned with value-added services offered by intermediaries to enable payment for services received, certify digital signatures, safely transmit documents and provide information on behalf of companies. The topmost layer is the application layer which users see. The major applications are customer-to-business (C2B) e-commerce, business-to-business (B2B) e-commerce, customer-to-consumer (C2C) e-commerce etc. We briefly explain these modes.     

Hybrid Clustering Algorithms with GRASP to Construct an Initial Solution for the MVPPDP

Mobile commerce (m-commerce) contributes to increasing the popularity of electronic commerce (e-commerce), allowing anybody to sell or buy goods using a mobile device or tablet anywhere and at any time. As demand for e-commerce increases tremendously, the pressure on delivery companies increases to organise their transportation plans to achieve profits and customer satisfaction. One important planning problem in this domain is the multi-vehicle profitable pickup and delivery problem (MVPPDP), where a selected set of pickup and delivery customers need to be served within certain allowed trip time. In this paper, we proposed hybrid clustering algorithms with the greedy randomised adaptive search procedure (GRASP) to construct an initial solution for the MVPPDP. Our approaches first cluster the search space in order to reduce its dimensionality, then use GRASP to build routes for each cluster. We compared our results with state-of-the-art construction heuristics that have been used to construct initial solutions to this problem. Experimental results show that our proposed algorithms contribute to achieving excellent performance in terms of both quality of solutions and processing time.     

Research of Order Allocation of E-commerce Logistics Service Supply Chain Considering Customer Evaluation

Based on the importance of customer evaluation for developing e-commerce enterprises, this paper analyzes the customer evaluation as a fuzzy variable and establishes a multi-objective mixed integer order allocation planning model by considering customer satisfaction, which maximizes customer praise and minimizes procurement cost. As the optimization goal, transaction cost is optimized for the order allocation of the secondary e-commerce logistics service supply chain. In order to defuzzify the customer evaluation, a fuzzy evaluation method is designed to transform the customer evaluation from fuzzy language evaluation to numerical measurement. Finally, the feasibility and effectiveness of the model are verified by using a specific example, and the order is made for the e-commerce enterprise. The allocation provides a theoretical reference.     

Study on the decision-making and coordination of an e-commerce supply chain with manufacturer fairness concerns

The decision-making and coordination of an e-commerce supply chain (ECSC) with manufacturer fairness concerns by incorporating the e-commerce platform into the decision-making process is studied in this paper. An ECSC composed of a single manufacturer and a single e-commerce platform is developed, and the optimal decisions for three scenarios are investigated, namely, a decentralised decision-making model without consideration of fairness concerns, a decentralised decision-making model considering manufacturer fairness concerns, and a centralised decision-making model. Then, a comparative analysis of the optimal decisions of the different models is conducted. On this basis, a coordination mechanism for the decentralised decision-making models is further proposed, and finally, a numerical analysis is employed to verify the conclusions. The research shows that the e-commerce platform, although it is the dominant party, obtains less profit than the manufacturer due to the unique operation characteristics of the ECSC. The sales price, service level, and profit of the ECSC are maximised in the centralised decision-making model, and they are not affected by the commission rate. The sales price, service level and profit of the decentralised decision-making model that considers manufacturer fairness concerns are inferior to those for the model that considers fairness concerns, indicating that manufacturer fairness concerns reduce system efficiency. In addition, a ‘cost sharing joint commission’ contract can be used to coordinate an ECSC.     

夏黑葡萄电商物流品质评价及影响因素分析

目的 对不同电商物流包装,不同产区夏黑葡萄的运输品质构建规范化评分模型,进一步完善运输过程中葡萄的品质评价体系,同时为不同运输包装的组合利用提供理论依据。方法 以云南、江苏、天津等地的5个产区的夏黑葡萄为研究对象,采用4种典型电商包装进行48 h实物寄递试验。运用相关性和主成分分析,对夏黑葡萄的电商物流品质进行综合评价,筛选出适宜的电商包装方式,并进一步分析运输过程中造成品质差异的环境影响因素。结果 主成分分析提取了3个主成分,累计贡献率达89.096%,对3个主成分得分进行权重相加和建立果实品质评分(Y)模型：Y=0.562Y₁+0.186Y₂+0.143Y₃。结果表明处理组1(瓦楞纸箱/泡沫箱/冰袋/袋中袋)内夏黑运输品质最优且更稳定,其他3个处理组品质波动较大。通过分析运输过程中环境温度及振动的变化,发现EPS泡沫箱保温性能最好,冰袋辅助降温可以有效降低包装箱内温度,提高葡萄商品性;提高包装量是削弱Z轴振动对产品影响的有效手段。结论 本研究建立了一套综合性的果实品质评分模型,利用该模型能够较为客观、准确地反映出夏黑...