중국인터넷 쇼핑몰 환경의 발전에 따라 중국의 전자상거래도 빠르게 발전해 왔다. 하지만 전자상거래 물류와 전자상거래는 네트워크로 중개하므로 물류서비스 실패는 새로운 특징을 나타나게 한다. 아울러 인터넷 쇼핑몰 환경하의 서비스구제는 새로운 도전을 직면하고 있다. 따라서 인터넷쇼핑몰 소매상한테 고객충성도의 유지는 매우 중요한 과제다.이 논문은 주로 물류서비스의 구제를 연구하고, 연구모형과 인터넷쇼핑몰 물류서비스의 구제가 고객충성도에 미치는 영향에 대해 가설을 제기한다. 이 논문이 물류서비스 구제의 요인: 상호작용의 질, 프로세스&결과의 질, 오프라인 정보의 질과 인터넷서비스의 질을 도출하며 관계의 질을 물류서비스 구제와 고객충성도의 중개변수로 사용한다. 연구 목표에 따르면 이 논문에서 중국 소비자들의 다양한 선택을 무작위로 표본을 추출해서 연구했다. 그리고 물류 서비스구제에 관한 각각의 요인은 고객충성도에 뚜렷하게 영향을 미치고, 중개변수의 효용과 남성 소비자들보다 여성 소비자들이 충성도에 대한 감지가 더 높다는 것을 실증했다.
Since the increasing number of the Internet cyber consumers and the improvement of the cyber consuming environment, the E-commerce presented by shopping on line has enjoyed the rapid development in China. However, because of the segregation of both sides in online shopping transactions and the existence of the Internet as the medium, the logistics service failure have presented new features. Meanwhile, the service recovery in cyber environment is confronting the new challenges. Therefore, it is so vital for the retailers to take efficient recovery actions to maintain and regain the loyalty of the consumers. This research on the logistics service recovery and combines the correlative research home and abroad to put forward the research mode and hypothesis of the influence exerted by logistics service recovery on consumer loyalty. This thesis identifies four constructs to model the logistic service recovery: interaction quality, procedure& outcome quality; information quality of offline and website quality. And relationship quality is treated as mediator of the effect of logistics service recovery on customer loyalty. The function of relationship quality mainly has been researched from consumer satisfactory and trust. According to the research purpose, this thesis has conducted the random sampling questionnaire survey among the customers in Nanjing University, Chungang University and Hefei University. It has also applied the statistic software SPSS 20.0 to adopt the descriptive analysis, factor analysis, correlative analysis and regression analysis. Finally, the following conclusions have been drawn: Firstly, The division of the online service recovery factors is not fixed, which will vary according to different environment separation factors; secondly, the online service recovery will influence the consumer loyalty directly; thirdly, the online service recovery indirect influence consumer loyalty by relationship quality and the consumer satisfaction of it will significantly influence the consumer trust; fourthly, the characteristics of the consumers vary for all the research variables.Compared with previous literature research, customer primary concerns focus on the status of the good, the speed and effective solution, the response of logistics company and the initiatives of service recovery, rather than service compensation. Consequently, logistics company can develop a fast and accurate online solution system based on TAM model (Technology acceptance model) (such as User Interface; UI). Obviously, apology, communication and compensation of traditional model also play an effective role in E-environment. Unlike the results of previous studies (Zhou Yi), this study find no significant positive effect of satisfaction on the customer loyalty. Since the diversity choice of logistics companies in China, this study find that customer satisfaction has no significant main effects on customer trust. As the same reason the female consumers with higher perceived in loyalty indicate that males are more arbitrary in choosing logistics companies, which males prefer not to choose the same logistics company.