内部服务质量是配送中心绩效的决定因素【外文翻译】.docx

内部服务质量是配送中心绩效的决定因素【外文翻译】.docx

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PAGE PAGE # 外文翻译 原文 In ternal service quality: Determi nan ts of distribute n cen ter performa nee Material Source: International Journal of Physical Distribution & Logistics Management Author: M. Douglas Voss, Roger J. Calantone, Scott B. Keller The role of logistics has evolved throughout the past half-century . Once viewed solely as a cost to be mini mized, today logistics is recog ni zed as a means to gain competitive advantages . In pursuit of higher service levels and improved performa nee, many firms have beg un to exam ine their internal fun cti ons to discover logistics opport un ities yet to be leveraged . To improve external service levels, supply chain performanee, and firm financial performanee, the quality of service delivered internally must first be improved. Improving internal service quality to improve external service quality and performa nee is not a new idea, and has bee n exam ined thoroughly in the exta nt literature (Berry, 1983; Gr?nroos, 1990; Lings, 1999). The importanee of internal service quality can also be found in the total quality management (TQM) literature. To improve in ternal service levels, Shostack (1987) proposes a starti ng point of graphically illustrating the internal processesof a firm through the use of service blueprinting. Service blueprinting entails illustrating the exchanges and transactions that create value betwee n departme nts. Departme nts that come in eon tact with customers have a direct impact on the delivery of external service quality. To effectively achieve their value propositi ons, departme nts receive services and goods from other departments within the organization (Lings, 1999). In this manner, certain departments serve as internal suppliers of goods and services to other departme nts who act as internal customers, in that they eon sume goods and services . To achieve the highest possible value delivered to the external customer, each departme nt in side the firm must deliver the highest possible

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