[33]。綜上所述，國(guó)內(nèi)外專家學(xué)者對(duì)服務(wù)質(zhì)量、顧客忠誠(chéng)度以及兩者的關(guān)系都有較詳盡的研究，但是對(duì)電商背景下的物流服務(wù)質(zhì)量在哪些維度上通過(guò)何種路徑影響顧客忠誠(chéng)度缺少更加深入的研究。故本文將結(jié)合電商物流服務(wù)質(zhì)量的維度劃分和對(duì)顧客忠誠(chéng)度的影響機(jī)理，對(duì)此問(wèn)題進(jìn)行更具體研究。參考文獻(xiàn)ParasuramanA,ZeithamlVA,BerryLL.SERVQUAL:AMultiple-ItemScaleforMeasuringConsumerPerceptionsofServiceQuality[J].JournalofRetailing,1988,64(1):12-40.MentzerJT,FlintDJ,KentJL.Developingalogisticsservicequalityscale[J].JournalofBusinessLogistics,1999,20(1):9-32.RafiqM,JaafarHS.MeasuringCustomers'PerceptionsofLogisticsServiceQualityof3PLServiceProviders[J].2007,28(2):159-175.Gronroos,Christian.AnAppliedServiceMarketingTheory[J].EuropeanJournalofMarketing,2013,16(7):30-41.KuehnAA.Howadvertisingperformancedependsuponothermarketingfactors[J].JournalofAdvertisingResearch,1962,2(1):2-10.JosephW.Newman,RichardA.Werbel.MultivariateAnalysisofBrandLoyaltyforMajorHouseholdAppliances[J].JournalofMarketingResearch,1973,10(4):404-409.LyongHC.Thetheoryresearchactionappliedloyalty[J].JournalofProductandBrandManagement,1998,7(01):15-28.DayGS.ATwo-DimensionalConcepttoBrandLoyalty[M].1969.BouldingW,KalraA,StaelinR,etal.ADynamicProcessModelofServiceQuality:FromExpectationstoBehavioralIntentions[J].JournalofMarketingResearch,1993,30(1):2-27.MattilaAS.Theimpactofrelationshiptypeoncustomerloyaltyinacontextofservicefailures[J].JournalofServiceResearch,2001,4(02):91-101.SARangaswamy.Customersatisfactionandloyaltyinonlineandofflineenvironments[J].InternationalJournalofResearchinMarketing,2003.DickAS,BasuK.Customerloyalty:Towardanintegratedconceptualframework[J].JournaloftheAcademyofMarketingence,1994,22(2):99-113.OliverRL.ABehavioralPerspectiveontheConsumer.Satisfaction:ABehavioralPerspectiveontheConsumer,1997.BennettR,Rundle-ThieleS.Acomparisonofattitudinalloyaltymeasurementapproaches[J].JournalofBrandManagement,2002,9(03):193-209.RaoS,GoldsbyTJ,GriffisSE,etal.ElectronicLogisticsServiceQuality(e‐LSQ):ItsImpactontheCustomer'sPurchaseSatisfactionandRetention[J].JournalofBusinessLogistics,2011,32(2):167-179.BakerD.ServiceQualityandCustomerSatisfactionintheAirlineIndustry:AComparisonbetweenLegacyAirlinesandLow-CostAirlines[J].AmericanJournalofTourismResearch,2013,2(1):67-77JangP,KwonOK,KimM.TheRoleofLogisticsServiceQualityinLong-TermPartnershipDevelopmentwithShippers[J].SupplyChainForumAnInternationalJournal,2014,15(2):82-108.SindwaniR,GoelM.TheRelationshipbetweenServiceQualityDimensions,CustomerSatisfactionandLoyaltyinTechnologybasedSelfServiceBanking[J].InternationalJournalofE-ServicesandMobileApplications(IJESMA),2016,8(2):54-70.張長(zhǎng)根,鄭金忠.物流服務(wù)質(zhì)量評(píng)估的指標(biāo)體系研究[J].物流技術(shù),2002(03):74-76.鄭兵,金玉芳,董大海,劉瑞明.中國(guó)本土物流服務(wù)質(zhì)量測(cè)評(píng)指標(biāo)創(chuàng)建及其實(shí)證檢驗(yàn)[J].管理評(píng)論,2007(04):49-55+64.丁建勇,徐茜.國(guó)內(nèi)電子商務(wù)網(wǎng)站快遞業(yè)服務(wù)質(zhì)量評(píng)價(jià)與提升策略[J].無(wú)線互聯(lián)科技,2011(02):53-54.張巖巖.B2C電子商務(wù)物流服務(wù)質(zhì)量測(cè)度模型及其應(yīng)用[D].吉林大學(xué),2011.王丹,曹娜,林巖.電子商務(wù)物流服務(wù)質(zhì)量評(píng)價(jià)指標(biāo)體系[A].InformationEngineeringResearchInstitute,USA.Proceedingsof2012InternationalConferenceonEducationReformandManagementInnovation(ERMI2012)Volume5[C].InformationEngineeringResearchInstitute,USA:InformationEngineeringResearchInstitute,2012:6.謝廣營(yíng),韓云霞.中國(guó)網(wǎng)購(gòu)物流服務(wù)質(zhì)量實(shí)證研究[J].北京交通大學(xué)學(xué)報(bào)(社會(huì)科學(xué)版),2016,15(04):102-114.魏華,王勇,鄧仲華.基于消費(fèi)者感知的網(wǎng)購(gòu)物流服務(wù)質(zhì)量測(cè)評(píng)[J].中國(guó)流通經(jīng)濟(jì),2016,30(01):8