Research On The Relationship Between Customer Participation, Logistics Service Innovation And Logistics Enterprise's Performance

As the "Internet plus" and e-commerce industry come into being,they are widely used in various fields in society,the domestic logistics industry will undertake more complex and changeable missions.The logistics industry continually shifts away from the traditional service approaches,strengthens self-dependent innovation ability and performance standards in order to suit for the requirements of current national economy and to meet with the dramatic chanllenges in the overall environment of the current logistics industry.Therefore,the issues resulted from the performance appraisal raise of the logistics enterprises have been popular which many more scholars pay more attentions to.While,with the arrival of the age of service economy,more and more logistics enterprises begin to realize that service innovation is the key means of way to improve performance appraisal and to acquire competence advantages under the background of the changing logistics environment.But the essence of service economy is customer-oriented,thus the interaction between enterprises and customers is inevitably far more important than the past,without taking the input from customers into consideration,it will be difficult for logistics enterprises to guarantee the yield ratio of its development by its activities of service innovation.Therefore,the enterprises need to pay more attention to and strengthen the relationships between itself and customers,through establishing a variety of channels to enable customers to participate in the business activities of the enterprises,so that the enterprises can devise truly products or service that meet the demands of the consumers.The usage of customer participation is no longer confined to the field of marketing,but also providing a new idea for logistics service innovation.Therefore,this paper expects to improve logistics enterprise's performance for the purpose of clarifying the intrinsic mechanism of customer participation affects the logistics service innovation and enterprise performance,and try the intermediary role analysis of logistics service innovation,which can help the logistics enterprises and other related subjects to recognize the important role of customer participation,customer participation will be an important way to realize the value of the enterprise creation and performance improvement.The results of this paper provide a new researching perspective for logistics enterprises to improve not only the enterprise performance but also the service innovation.Through studing the literatures and theories of the well-knon scholars,we acknowledge that several scholars have conducted lots of theoretical discussions on the relationship between customer participation and enterprise performance,but few scholars used empirical methods to verify the relationship between customer participation and firm performance in logistics field.This study adopts literature research and empirical analysis together to explore the dimensions of customer participation(information sharing,cooperative behavior and interpersonal relationship)and the performance of logistics enterprise,then it mainly discusses the mechanism of existing customer participation,logistics service innovation and logistics performance between them.What is more,it studies how customer participation influences logistics enterprise's performance through the logistics service innovation.Based on the theoretical model of customer participation and logistics enterprise's performance which is constructed,and then a few conclusions are obtained through the research and the analysis of the paper:customer participation dimensions have a significant positive impact on logistics service innovation;logistics service innovation and its dimensions have a significant positive impact on logistics enterprise's performance;customer participation dimensions have a significant positive impact on logistics enterprise's performance,and logistics service innovation plays an intermediary role in the relationship between them.Under this situation,the information sharing,cooperative behavior and the relationship between logistics enterprise's performance play a partial intermediary role;In the interpersonal interaction and the relationship between the logistics enterprises played a full intermediary role.Based on the above researching conclusions,this paper provides several suggestions for the managers of logistics enterprise.The proposals can be refered by the logistics enterprises in some degree and can help the enterprises to strengthen ties with its customers,and enhances the understanding of the importance of customer participation and logistics service innovation,and can be served as a theoretical basis and reference to formulate relevant strategies for logistics related enterprises.