The Study of Evolution Among Logistic Service Quality, Service Compensation and Long-Term Cooperation Commitment

Abstract

Since Internet of Things (IoT) development makes trade model among original organizations be more complicated, how to cooperate with customers to develop long-term cooperation relationship is closely correlated with long-term development of the Company and therefore becomes an important research issue. The study takes logistics related companies as research subjects to conduct cases study via qualitative research. The research results show that logistics companies shall implement different remedies aiming at different service deficiencies. It shall be not only the material compensation, but also the fairness and satisfaction of customers after compensation physically or psychologically acknowledged by the customers to deepen mutual trust. In short-term perspective, it is to urge customers designating the company to manage integrated services in term of activities in front or back end of logistics value chain. In long-term perspective, to use IOT technology creates logistics information platform through the integration of front and back ends as to facilitate long-term cooperation commitment among organizations.