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CHU Tao, LIU Xin-yue. Research on the Influence of Logistics Service Quality on Word-of-mouth Recommendation in Online Shopping[J]. Journal of Anhui University of Technology（Social Sciences）, 2016, 33(5): 33-36.
Citation: CHU Tao, LIU Xin-yue. Research on the Influence of Logistics Service Quality on Word-of-mouth Recommendation in Online Shopping[J]. Journal of Anhui University of Technology（Social Sciences）, 2016, 33(5): 33-36.
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Research on the Influence of Logistics Service Quality on Word-of-mouth Recommendation in Online Shopping

  • School of Business, AHUT, Ma'anshan 243002, Anhui, China

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  • Received Date: May 19, 2016
  • Available Online: September 26, 2022
  • Published Date: October 27, 2016
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    • Abstract
  • Combining SERVQUAL model with domestic research on the logistics of online shopping, this paper is to study the impact of logistics servicing quality on online shopping and word-of-mouth recommendation. It is proved that the online shopping logistics service quality will have a positive impact on customers' word of mouth through the complete mediation of customer satisfaction, and the six dimensions of logistics service quality, economy, reliability, empathy, informative and timeliness will have a significant positive impact on customer satisfaction, the impact of flxibility is not significant.
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    • References (13)
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