Research On The Relationship Among Organizational Learning, Logistics Capability And Chain Store Logistics Service Quality

At present, chain store logistic service quality has already been a bottleneck holding back the chain store's further development in China and it has already become a common hot issue both in the academic world and business world on how to define, evaluate and find a proper routine along the relations among chain store organizational learning, chain store logistic capability and chain store logistic service quality to improve Chinese chain store's logistic service quality.The research objects of this study are domestic commercial chain stores or their departments who accept logistic service which researches the relations between chain store organizational learning and chain store logistic service quality. The thesis has carried out 2 main streams of work through theoretical and empirical research..1. Based on the study of literature at home and abroad and qualitative investigations to domestic commercial chain stores, this thesis defines chain store logistic service quality, chain store logistic capability and chain store organizational learning concludes three chain store logistic service quality components,two chain store logistic capability components and three chain store organizational learning components respectively. The thesis develops three measurement scales of chain store logistic service quality, chain store logistic capability and chain store organizational learning which is suitable and efficient to domestic chain stores through empirical analysis.2. The thesis empirical researches the relations among these compositions of chain store organizational learning, chain store logistic capability and chain store logistic service quality, builds and empirical researches relation models between Chinese commercial chain store organizational learning and chain store logistic service quality.The analysis results show as following:(1) chain stores organizational learning has an direct positive effect on chain store logistic capability while it indirectly influences chain store logistic service quality through a partial intermediate variable of chain store logistic capability.(2)learning promise of chain stores organizational learning positively influence its common vision and knowledge sharing inside and outside the organization. Meanwhile common vision also positively influences knowledge sharing inside and outside the organization. (3) dynamic capability of chain store logistic capability positively influences its static capability.(4) positive process quality of chain store logistic service quality positively influences its reverse process quality and meanwhile influences its outcome quality through its reverse process quality.(5) only knowledge sharing inside and outside the organization has an remarkable positive effect on chain logistic dynamic capability. Chain store logistic static capability can be improved through the effect of chain store logistic dynamic capability and the common vision while the former has a much more remarkable effect. (6) chain store logistic capability has an direct positive effect on chain store logistic service quality.(7) reverse process quality can only be directly effected by chain store logistic static capability.(8) key routine that effect chain store logistic service quality most is learning promise——common vision——knowledge sharing inside and outside the organization——dynamic capability——chain store logistic service quality.Summing up the above, commercial chain stores have to enhance its organizational learning capability in order to finally improve their logistic service quality, which means leaders in chain stores must pay much attention to the learning, chain stores and their partners must have a common chain store supply chain goal and share knowledge inside and outside the organizations to enhance their chain store logistic capability especially their dynamic capability, so that finally improve their logistic service quality.