Research on the Factors Affecting the Quality of Cross-border Logistics Services on the Customer Relationship Management Model under the Background of Cross-border E-commerce
There are four problems in the quality of logistics services in the cross-border e-commerce environment,which are high logistics and transportation costs,long logistics and transportation time,difficulties in fulfilling the return and exchange service,and political,cultural and customs risks.This series of problems leads to the low quality of cross-border logistics services,and there is a significant gap between the expectations of enterprise customers and the actual service quality.Therefore,the quality of logistics services has become the main factor affecting the business decisions of cross-border e-commerce B2B enterprise.This study uses a structural equation model to explore the impact of six dimensions of cross-border e-commerce logistics service quality on the customer relationship management model of B2B enterprises,and develops a scale suitable for measuring the quality level of cross-border logistics services in a cross-border e-commerce environment.At the same time,it also clarifies the mechanism of cross-border logistics service quality and customer relationship management model in the cross-border e-commerce environment.
cross-border logistics servicecustomer relationship managementstructural equationRFM model
NETL
NSTL
万方数据
维普
