物流服务质量研究历时40年,在某些方面取得了一定的理论研究成果,但至今尚未形成完整的理论体系。系统地梳理和总结了国外物流服务质量研究的相关文献,认为物流服务质量研究具体可以划分为3个阶段:概念研究阶段、测量研究阶段、理论研究阶段,并着重对每一阶段的物流服务质量研究进行了分析和评论,进而提出了未来的研究展望。
Logistics service quality has been studied since 1960's, and some theoretical findings have been achieved. But the complete theoretical systems for logistics service quality have not yet formed. Foreign literatures related to logistics service quality were reviewed. It is pointed out that the foreign studies of logistics service quality can be divided into three phases: the studies of its concept, its measurement and its theories. The studies in each phase were analyzed and remarked. Future research of logistics service quality is also given.