| In the Internet age, ICT has gain significant development including cloud computing, mobile location-based services, Internet of Things, and the Cellular network; accordingly, China Electronic-Business(E-business) has stepped in the stage of rapid expansion. Nonetheless, the development between express industry and E-business is uneven, and therefore it has caused a series of coordination problems between the two industries. As a result, it is critically challenging for practitioners to solve the distribution problems in the last mile so as to achieve efficient resource allocation, cost reduction, offline resource integration, and improvement of consumer experience.Based on the comprehensive review of business models, resource-advantage theory(R-A theory) and models of last-mile delivery, some key concepts and theoretical foundations are clarified in the study. By analyzing current situation of last-mile delivery and relevant issues, this study also identifies the causes of the issues; and then the study applies applicability analysis to some models of last-mile distribution that are being used today in order to examine their advantages, limitations and capabilities. The study further explore how resource utilizations in those current distribution models may affect competitiveness of express industry, and finally reveals that current models of last-mile distribution are with drawbacks in terms of capability and resource allocation.In this regard, by adopting Internet Thinking strategy and integrating key elements of value creation in Internet age, the study formulates an Internet age oriented customer satisfaction index model on the basis of CCSI model, which forms an evaluation roadmap featured as “process-expectation-result” in the study. The model can be used to explore customers’ interest by looking at the statistical data of customer complaints and relevant elements that affect the choice of express service. |
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